The Problem
Call center operators answer the same questions multiple times, especially at different times of the year.
The Solution
Create a series of weekly short videos to answer common questions.
I teamed up with experts in the call center to determine common questions, the answers, and a brief outline for the video. The team also included the person who would be on camera explaining the answer while I edited the video. Videos were recorded, edited, and uploaded weekly for multiple months.
Below are two of the videos created at the Idaho State Tax Commission.