Call Center Support
Client Contact | User Research | Expert Review | Interaction Design
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.