Super charge your Instructional Design capability with AI

If you unsure of how to use GPT-like AI products to boost your creativity and create measurable and real-life scenarios for your instructional design programmes and courses, this one is tailored to you.

To make things practical, we’ll use Contact Centres or Call Centres as the main focus area, but the prompts I’ve embedded here are fully customisable for any functional area.

Contact centres can be a challenging environment for employees, often leading to high turnover rates and low engagement. However, with innovative tools like ChatGPT, trainers can now create instructional courseware that is tailored to the needs of their employees, ultimately leading to a more engaged and productive workforce. I’ve created 3 prompts that designers can use to create real-life scenario’s that enrich the learning material.

Improving Performance in a Call Centre

A material benefit of using ChatGPT is the ability to improve performance in the contact centre. By creating customised training materials that focus on specific areas where employees are struggling, trainers can help employees develop the skills they need to be more effective on the job. This can lead to improved call handling times, higher customer satisfaction rates, and ultimately, a more successful contact centre. Here’s a prompt that you can customise for your daily development.

“Act as an instructional designer with specialised expertise in instructionally designing training material for large contact centres with diverse employees in the insurance and financial services industries in South Africa. The target audience for this training material is struggling to maintain their average handling time, and is not engaged in their work. Design a framework for an e-learning course that helps improve performance and engagement in a contact centre. The course should be no longer than [45] minutes and must include [3] sections. Each section must have a short assessment.”

Improving the Customer Experience

The customer experience is crucial in the contact centre environment, and using ChatGPT to create instructional courseware can help employees provide better service to customers. By focusing on topics such as active listening, empathy, and problem-solving, employees can develop the skills they need to provide a positive customer experience, leading to increased customer loyalty and retention.

“Act as an expert instructional designer with 20 years of experience in designing and developing training material for contact centres insurance and financial services industries in South Africa. The target audience is struggling to maintain and improve  customer satisfaction levels (CSAT score) which is a key pillar of the customer experience strategy of the business. Design the framework for an e-learning course that helps contact centre agents improve their interaction with customers so that the CSAT score improves. The course should be no longer than [30] minutes and must include [3] sections. Each section must have a short assessment to test for understanding and comprehension.”

Managing the Average Handling Time

Managing the average handling time is a critical component of call centre management, and ChatGPT can help trainers create courseware that addresses this issue. By focusing on topics such as time management, multitasking, and prioritisation, employees can develop the skills they need to manage their time more effectively, ultimately leading to improved call handling times and a more efficient contact centre.

“Act as an expert instructional designer with 20 years of experience in designing and developing training material for contact centres insurance and financial services industries in South Africa. The target audience is not achieving their average handling time. Design the framework for an e-learning course that helps contact centre agents improve their interaction with customers so that the average handling time improves within the service level agreement. The course should be no longer than [30] minutes and must include [3] sections. Each section must have a short assessment to test for understanding and comprehension.”

The rundown on today’s Mail Drop…

ChatGPT and other GenAI applications are innovative tools that can help trainers create instructional courseware that is tailored to the needs of their employees. By focusing on topics such as employee engagement, performance improvement, customer experience, and managing the average handling time, trainers can help create a more engaged and productive workforce in the contact centre environment.