Agent Tools
TL;DR
I led the design of an internal enterprise-level customer service and sales tool for call center agents. Collaborating cross-functionally with business and product teams, I mapped user flows, established product requirements, conducted infield research with agents and created an enterprise-level design system. The final product offers instant access to customer data for tailored sales strategies, dynamic panels for evolving conversations, and smooth sale closure features. The initial release improved business KPIs across 500k+ monthly calls, reducing average call handle time by 8%, transfer rate by 4%, and increasing revenue conversion rate by 3%
This project showcases my ability to create 0-1, intuitive products for technical users as well as identify opportunities for improvement past original scope.
Context
What it is And Who it's For
An internal enterprise-level customer service and sales tool designed for call center agents with varying levels of training.
My Role
I led cross-functional collaboration with business and product teams to map user flows and establish product requirements. I conducted infield research with call center agents and led a design team of up to 2 members, providing historical context, conducting research, user testing, and delivering assets including an enterprise-level design system.
Goals
- Enhancing the user experience for internal sales agents.
- Ensuring consistent customer experiences across agent tenure.
- Improving KPIs by optimizing agent performance.
Challenges
- Addressing backend gaps and integrating multiple APIs into a seamless UX.
- Managing competing stakeholder priorities to maintain focus on the end user.
Original Experience
The previous experience was comprised of multiple outdated tools and widgets, hindering efficiency and accuracy.
Research
I conducted in field research, sitting with agents in their work space observing their current workflows, what tools they used, pain points around the current experience, and their own solutions to compensate for them.
Journey Maps
Once I understood the user POV, I collaborated with technology and business to map comprehensive user journeys, focusing on customer, agent, and backend technology layers.
Consolidated Workflow
I documented and consolidated critical features from previous tools into a single, powerful tool for seamless sales across all business lines.
User Testing
I designed in iterative 2-week sprints, remote testing with agents for feedback and adapting designs based on technology capabilities and user insights.
Final Design
Know Your Customer
Instant access to essential customer account data for tailored sales strategies.
Flexible Workspace
Dynamic panels adapt to the evolving sales conversation allowing the tool to wrap around the conversation.
Schedule, Validate, Confirm
Smooth sale closure with conflict resolution, intuitive scheduling, and transparent order confirmation
AI Powered Agent Support
Looking beyond the original scope, I independently developed and pitched the Smart Assistant enhancement after noticing agents using third-party apps and physical solutions in their workspace. This feature offers real-time prompts to optimize sales, personalize customer experiences, and ensure compliance with government regulations.
Streamlined Training
Building on the Smart Assistant's capabilities, I streamlined agent and manager training. Previously, transitioning agents to active selling took up to 12 weeks. Now, managers and trainers can view all prompts and actions from calls and jump to specific time-stamped locations in recordings, significantly reducing training time.
Results
Initial release led to significant improvements in team and business KPIs across 500k+ monthly calls.
