Enhancing User Experience for Contact Center Agents

Customer Interaction Management (CIM) is a web based application designed for call center agents where they can handle their daily interactions with customers on a single interface for all digital chat and voice channels.

Product Strategy, User Experience,

Interaction, Visual Design, Prototyping &

Testing

Expertflow has been integrating Cisco CC for quiet a time and wanted to develop their own call center solution. The solution should be capable of having

Omnichannel Handling Capability: the solution should have omnichannel capability to handle all chat and voice channel from a single interface with the ability to view interaction history.

Integratable: Should be integratable with other voice or chat call centers.

It was a great and hard teamwork to come up with something that wasn't available in the market and was one of it's kind and merging all channels into a single user interface. We were a group of two designers and different teams to work on different integration and development for different modules. Practices I went through:

Applied design sprints to inform our process : I was able to effectively apply the design sprints process to identify the problem, ideate on the solution, prototype and implement the final product.

Executed end to end : The fact that the engineers were able to code the final designs demonstrated our ability to execute and ship features as a team.

I conducted a brainstorming workshop with the team to uncover pains felt by individuals. It was revealed that:

Agents have to shift to back and forth on different screens for different tasks

The interface they were using were obsolete

From these findings, we decided as a product that:

We want to give best experience to the agents because they are the main users of the application and we want to make their life easier with flexible and user friendly product.

We want to keep our application simple so it runs smoother, further enhancing the experience.

With a lot of brainstorming and ideas evolving we gradually designed an application which were fulfilling the both of our requriements.

Users were very satisfied with this application and they found it really convenient and easy to use. Also there biggest problem of moving back and forth for different tasks were catered and they were really satisified with the user interface.

Some key takeaways are:

The best designs come from collaboration : It was inspiring to see how each person was able to bring to the table a different perspective.

First impressions first : Putting the user experience first is vital because people will only care about how they use the product. The simplicity of our app's experience helped to differentiate our proposition and stand out.