Call Center Support

Client Contact | User Research | Expert Review | Interaction Design


Project Background

The Problem: Supporting call center support employees with better tools so they can better support their customers

The users: Call center support employees


A little about my work with Genesys:

Genesys is an omnichannel customer experience platform supporting customer service organization with dozens of support tools.

I worked with Genesys on multiple projects over two years to help them:

  • Enhance the experience with 'low hanging fruit' tweaks across their quality management, IVR, and recording management tools.

  • Inform their design strategy across all of their solutions

  • Influence their product development, research, and design processes through training workshops

To contextualize the recommendations, I crafted a set of personas informed through contextual inquiry. 

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