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When I first reviewed the ask for Assignment 3, I knew what I wanted it to be. I believed it was the perfect opportunity to introduce a big hook, a WIIFM, for leaners who were taking the learning track proposed in Assignment 2 (attached).

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Phone support is being rolled out at the Fintech company I work for. This podcast will compliment an e-learning track thats being rolled out to agents with little to no phone support experience.

Once again, my learner personas where of use.

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Wordcount: 499 words

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Seán

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Many of the learners have very little experience. Sean, for example, has no fintech or private sector experience. He is entry level and he’s unsure of himself whilst interacting with clients on the phone.

Ashling, although very confident regarding product knowledge, has no experience assisting client through phone support.

Through my learner personas, and their perceived inexperience and busy schedules, I came to the realisation that an SME could be the way to go with this podcast. They could provide reassurance and inspiration.

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The objective of this podcast episode is to really provide one big hook for the rest of the Phone Support learning track. They'll also be introduced to some key concepts from the course before they are reinforced by the e-learnings after listening to the podcast.

I came up with the following Learning Outcomes as a result:

Associating active listening with best in class customer service.

Interpreting what good style and tone means on the phone.

Comparing and contrasting the different types of probing questions.

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The DLI script plan suggested splitting the script into 3 parts; the intro, the core, and the outro. This felt like a great jumping off point.

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Sonata Learning (2022) Subject Matter versus Learning Experts. Available at: https://sonatalearning.com/content-development/subject-matter-versus-learning-experts/

Robins, D. (2019) Why is it so important to learn from experts? Available at: https://www.linkedin.com/pulse/why-so-important-learn-from-experts-don-robins/

Alvarez, G. (2022) 5 Tips for Creating Professional Sounding Legal Podcasts. Available at: https://www.jdsupra.com/legalnews/5-tips-for-creating-professional-9745468/

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I know Audacity was suggested by the DLI for recording and editing, and I have used it in the past. I regularly record podcasts in my free time and I've found Apple's Garageband to be just as useful and it's already built into my Mac. It also offers free editable music; which I took full advantage of using.

In terms of hardware; I used a Blue Yeti mic to record while my guest used a Blue Snowball microphone. Both plugged into the same laptop for optimal sound.

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The podcast itself would be a single show that takes a hybrid approach. It would be a mixture of solo content and interview snippets. The podcast will live in a "Phone Support" learning track in the LMS here; where the whole track will be assigned out to relevant learners.

Myself and my guest/SME, Shane, decided he could script his answers and use notes to make sure he stays on track. We also wanted to make sure the relevant content was covered.

Time: roughly 40 mins. Even though it's a hybrid podcast, it is focused on one topic and more focused on the interview format.

Both the Intro and the Outro will follow the solo content approach with narration of essential content. The core of the podcast episode will take the interview approach with an SME in the topic of phone support.