INSTRUCTOR-LED TRAINING (ILT)

**This is a concept course, so the company name, Subject Matter Experts (SMEs), and contact information are all fictional. 

Overview: This concept project is a course on improving call efficiency titled Smart Call Handling: Reducing Call Handling Time & Resource Utilization. All names and project details are fictional and intended solely for instructional design purposes. It includes:

• Training Needs Analysis

• Learner Persona

• Script

• Course Deck

• Participant Workbook

• Facilitator Guide

• Evaluation Survey