This 60-minute course was created to train Virtual Agents on how to write time-efficient call summaries and decrease the time they spend writing summaries. This training also provides a space where participants collaborate at multiple points.

Tools used: Microsoft PowerPoint, Microsoft Word

Highlights:

• Mentimeter activities at various points in the training to encourage participation, engagement, and collaboration.

• Knowledge check questions to review the main points.

• A small group discussion for participants to immediately brainstorm ideas and collaborate with colleagues.

• An Airtable form for participants to reflect on what they learned and create a plan of action to decrease the time they spend writing summaries