Working closely with and co-designing with staff from contact centres, and later working intensively with the delivery team, I designed a novel and effective pop-up to let staff quickly understand the customer's position and history, as well as deep link into important information that had driven the call. This reduces average handling time and therefore reduces wait times.
This work really pushed against the established organizational approach and beliefs, where a technical and business process view lead to inefficient and unsuitable staff systems. By creating an evidence-based and human-centred design, and firmly establishing the philosophy of it in the delivery team, we were able to deliver a solution that had been attempted, and failed, for over a decade.
This also radically changed how the new system was rolled out; we let it spread virally as each new contact centre took up the system and then spread the word (delighted) on the internal social media site. Training for the new contact centre was done by the most recent centre to use it; a peer-to-peer communication strategy.
"I didn't know we could make something staff actually like" - the project manager
