User time to competency
50% improvement (12 to 6 weeks)
ACV
25% improvement
NPS
20% improvement
Clients
Webhelp, Sky, Vodafone and Numericable
Acquired by
Synchronoss Technologies
[NASDAQ]
[NASDAQ]
My site visits to call centres revealed unimaginably exasperated call centre agents. They were incredibly frustrated by the tools at their disposal. Call centres are uniquely intensive environments. Simultaneously talking and using a digital product, the user must maintain a controlled journey with a customer but be conversational to accommodate fluid pivoting in the flow of the call. The training time to achieve this skillset is extraordinarily expensive for companies.
Different campaigns are ‘decks’ with a customised set of ‘question cards’. A deck is curated by the campaign manager via an admin panel in order to ensure the right questions are being asked. Conversations are fluid so the card layout allows a non-linear approach rather than a compulsory sequential question flow that hampered previous user experiences, research proved.
The product also required its own brand identity which I designed once the UI had evolved organically to a level of maturity. In addition to the product itself, the breadth of my work on this project encompassed the following: UI style guide, logo, website, brochure, business cards and even an expo stand.
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