The Coca-Cola Company faced an onboarding challenge: New hires supporting their contact center had to master both a complex CRM system and call flow, while incorporating the soft skills required to optimize the customer call experience. Existing Articulate Rise-based simulations effectively introduced solid procedural instruction; our partnership aimed to enhance the learner experience with more opportunities for confidence-building, engagement, and real-world decision-making. 

We will share how we redesigned actual call experiences into gamified, time-based scenarios using Articulate Storyline and used AI-generated media to create a dynamic videogame style that transformed the original simulations into a more immersive experience. Each scenario blends tool navigation, call flow management, and equipment knowledge with soft skill practice under time pressure, reflecting the critical KPI of average handling time. Between scenarios, learners complete mini-games that reinforce concepts not covered in the main storyline. 

We will present a demo of the solution and cover both the client and development perspectives to show how The Coca Cola Company’s project goals came to life through collaborative design. We'll also share innovations that we could incorporate to support L&D insights and increase learner engagement

In this session, you will learn to:

• Design scenario-based learning that blends technical and soft skills in a unified experience
• Apply game mechanics to drive engagement tied to business KPIs
• Craft activities intentionally so that, when combined with advanced technologies and tools like Firebase, they yield meaningful, actionable data

This session focuses on instructional design concepts rather than technical tool proficiency. Attendees need basic awareness of scenario-based learning, gamification principles, and learning analytics—not hands-on experience. Our walk-through will be accessible to participants who are new to gamified learning, AI-supported content creation, or data-informed design.