Stephanie Cedergren
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EMPLOYER WORK · TELECOMMUNICATIONS COMPANY
EMPLOYER WORK
· TELECOMMUNICATIONS COMPANY
Soft Skills Training
Soft Skills Training
Turning a short live class into a self-paced course.
Turning a short live class into a self-paced course.
ROLE
Instructional Designer &
Media Developer
ROLE
Instructional Designer &
Media Developer
AUDIENCE
AUDIENCE
New & existing call
center agents
New & existing call
center agents
FORMAT
FORMAT
6 self-paced lessons
TOOLS
TOOLS
Articulate Rise, Articulate
Storyline, Adobe Creative
Cloud
Articulate Rise, Articulate
Storyline, Adobe Creative
Cloud
THE CHALLENGE
THE CHALLENGE
One class wasn't enough.
One class wasn't enough.
Agents got 30 to 60 minutes of live soft skills training during initial
onboarding. The facilitator knew it wasn't enough and wanted
something that could scale, so she asked me to help build a self-
paced course with the onboarding materials.
Agents got 30 to 60 minutes of live soft skills training during initial onboarding. The facilitator knew it wasn't enough and wanted something that could scale, so she asked me to help build a self-paced course with the onboarding materials.
30 to 60
30 to 60
minutes of live, instructor-led
training at the start
minutes of live, instructor-led
training at the start
BEFORE
AFTER
30 to 60 minutes of live, instructor-led training
Taught once during initial onboarding
The facilitator knew it wasn't enough
It couldn't scale
See what I built →
LIFE BEFORE
From a short class to a self-
paced course.
BEFORE AND AFTER
BEFORE
AFTER
30 to 60 minutes of live,
instructor-led training
Taught only during initial
onboarding
The facilitator knew it wasn't enough
It couldn't scale
See what I built →
LIFE BEFORE
From a short class to a self-
paced course.
BEFORE AND AFTER
THE RESULTS
THE RESULTS
+5%
+5%
agent QA scores after
the program
agent QA scores after
the program
6
6
self-paced lessons
that can be assigned
at any time.
self-paced lessons that
can be assigned at any time.
What changed.
What changed.
WHAT I'D DO NOW
WHAT I'D DO NOW
Today I'd build this differently.
StreamLoop shows how.
Today I'd build this differently.
StreamLoop shows how.
SEE HOW I'D BUILD IT TODAY →
SEE HOW I'D BUILD IT TODAY →
© 2026 Stephanie Cedergren
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