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This animated overview video is designed for technology advisors who support clients in contact center conversations. In under three minutes, it explains what workforce management is, the value it provides, who buys it, and how to recognize when a client needs it.
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Target Audience: Technology advisors and channel partners
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Responsibilities: Instructional Design, Scriptwriting, SME Collaboration, Scenario Design, Visual Design, Voiceover Production, Video Editing
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Tools Used: Claude, ElevenLabs
Problem
Workforce management came up often in contact center conversations, but advisors lacked the background knowledge to recognize the need and advise clients with confidence. Without a clear understanding of what WFM does and the pains it solves, advisors risked missing opportunities and leaving clients without the right guidance.
Solution
Partnered with our CX practice lead to ensure accuracy, and collaborated with the sales team to reflect how WFM comes up in real client conversations. Designed and produced a short animated video that explains what WFM is, the value it provides, and which buyers need it. A realistic client scenario shows how common pains signal a WFM opportunity.
My Process
I partnered with our CX practice lead to define accurate content, then worked with the sales team to understand how WFM comes up in client conversations. Their input shaped a script covering what WFM is, its value, the buyers who need it, and a client scenario. After stakeholder review, I used Claude to animate the video in CXponent’s brand, generated the narration in ElevenLabs, and synced every scene and caption to the voiceover.
Script
Working with our CX practice lead and sales team, I wrote a script covering what WFM is, its core capabilities, its value, the buyers who need it, and a client conversation that models how pains surface. Each scene paired narration with on-screen text and visual direction. I shared the script with stakeholders for review, which confirmed technical accuracy and kept the content focused on what advisors need in client conversations.
Development
Once the script was approved, I used Claude to bring it to life as an animated video aligned to CXponent’s brand. I generated the narration in ElevenLabs, then synced every scene, caption, and on-screen highlight to the voiceover for a polished final cut.
Results & Takeaways
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AI-Assisted Production: Using Claude and ElevenLabs showed how AI can speed up video production while keeping instructional design, accuracy, and brand standards in human hands.
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Scenario-Based Learning: Modeling a real client conversation helped advisors connect product knowledge to the pains they hear in the field.
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Impact on Advisor Readiness: The video gave the team a quick, shared foundation in WFM, preparing them to recognize opportunities and guide clients with confidence.