SR Coding – Online Course

Audience: New hire Customer Service Agents

Purpose: As part of a larger initiative for the Customer Service Agents onboarding redesign, this online course introduced the technical process of SR Coding. SR Coding is a technical process agents use to electronically document customer interactions. These interactions and the act of SR Coding have downstream implications for various team members at the company. SR Coding is performed in the Customer Relationship Manager (CRM) tool, Siebel.

My Role: I end-to-end consulted and conducted intake analysis, developed, designed, and implemented this online course. This course was derived from independent research and interviewing Subject Matter Experts and key stakeholders. I also developed practice activities and an associated facilitator guide for the overall curriculum.

Tools Used:

• Articulate Review (360)
• Articulate Rise
• Vyond
• Microsoft PowerPoint
• Workday Learning

Check out some screenshots of the online course.