Feature one: Mirrored Feedback
Overview
The Customer Care product is meant to help organizations track customer sentiment across frontline customer experience touch points. Mirrored feedback is a new feature area meant to empower call-center managers to better support their frontline agents by combining customer and employee engagement sentiment data as a way to more easily pinpoint what kind of development an agent needs.
My role: Design lead
Problem: Managers don’t have enough levers to assess and predict agent burnout, engagement and effectiveness.
Hypothesis: By collecting sentiment from the agent after a call at the same time as customer sentiment is collected, managers can capture perception gaps and better understand what kind of coaching an agent needs.
Flow
Medium fidelity iterations
Data viz explorations
Final widget designs
Feature Two: Agent coaching
Interaction models
Where this solution will live in the user journey
How this solution will overlap with other features and what gaps will be satisfied.
Comparing Employee Experience and Customer Care data models and demonstrating where this solution will live
Manager flow
Julie is a frontline customer care manager in a call-center setting
Agent Flow
Marco is a frontline customer care agent in a call-center
