Game Based Learning
Game Based Learning
Service Excellence is an adventure game that simulates a customer service scenario by immersing the player into the role of a customer service representative through a dialogue-driven narrative. The performance gap that the game aims to tackle is that newly hired Call Center Representatives at a Credit Union lack exposure to customer service scenarios during training. Because this performance gap is hard to address with traditional forms of training, a narrative-based game is an appropriate solution because it simulates common scenarios experienced by Call Center Representatives.