Defining Job Aids
Nearly every L&D organization has a differing definition of a “Job Aid.” This term was commonly used to describe laminated single-sheets that floated around call centers, but as we moved away from physical contact offices, the term has become much more nebulous. Here, a Job Aid is a resource that can be accessed by a worker independently at any time during their workday.
Customer Support Call Flow
A visual representation of handling a customer service call for an insurance claim.
Politically Exposed Persons
A visual representation of risks posed by politically exposed persons for a banking customer service employee.
Moving Pricing and Rates
A visual representation of pricing models for a moving company.
Knowledge Base Article
An article stored in Salesforce for SoftBank support specialists to access while working with customers.