This was a blended learning experience created for a selected group of Customer Experience agents in North America. It was created to support a pilot of Zendesk Messaging. The agents all had previous experience with Zendesk. Given their familiarity with the tool, the focus was to highlight the process changes agents would encounter during the pilot.

​

The agents were to complete the elearning modules first, then they would attend a scheduled instructor-led session alongside an Operations subject matter expert. This was to assist in the fast turnaround and pilot nature of the project.

​

Please note that sensitive information or screenshots have been covered up or removed.