Challenge

Current software tools do not provide an intuitive platform to support the various roles that Customer Satisfaction and Sales teams need.

Hypothesis

A software solution that presents information more intuitively, eliminates unnecessary steps, and directs users’ behavior will result in more satisfaction for employees and better outcomes for sales and support.

Methodology

Interviews with intended users at the call center followed by rounds of prototype testing. Iteratively designed and built for progressively larger use cases.

Solution

An interface with a new data model built from scratch for presenting tasks to phone staff.