Next-Generation CX Colleague Experience
My Role
Research & executing on design
Team
Problem
TriNet’s Contact Center agents face inefficient, fragmented workflows due to siloed systems and an overwhelming volume of information. This results in lower agent productivity, increased cost-to-serve, and a degraded customer experience.
1 Principle Designer
1 Product Manager
2 Developers
CX Agents & Supervisors
Timeline
3 months, 2022
Deliverables
Synthesized interview insights and user journey maps to uncover key pain points in agent workflows and customer experience.
Designed and prototyped a next-generation CX platform concept, tested internally with agents, and secured stakeholder buy-in for further development.
UX Vision
A single pane experience that provides:
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A service-focused dashboard that agents can see all their clients' needs at a glance to help them prioritize the day
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A communication panel that tracks and enables omni-channel interactions with client admins and WSEs
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Shared resources and updates on the latest information for service team
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Experience powered by a data science engine that would enable the team to anticipate customer needs proactively
What we ask CX colleagues to do today:
Authenticate the customer
Ask the right question
Understand the intent of the customer
Navigate all of the systems & softwares
Have the knowledge to know where the gaps are
Know next steps and what will happen next
Be able to respond appropriately
with next-gen platform...
Authenticate the customer
Ask the right question
Understand the intent of the customer
Navigate all of the systems & softwares
Have the knowledge to know where the gaps are
Know next steps and what will happen next
Be able to respond appropriately
Use Case 1: Ideal Call Experience
1. Customer call in; System auto verifies customer identity
2. System prompts appropriate language for agent to say
3. Conversation is transcribed real-time
4. System captures customer intent, and suggest knowledge article
5. Interaction and knowledge referenced added to client history
6. Case automatically created and added to client history
7. Case details are automatically filled; measurements ready
8. Call ends; case number is sent to customer
Use Case 2: Adjust Paycheck Flow
1. Paycheck received by Employee (WSE); WSE realizes hours vs PTO ratio was off
2. WSE clicks a link to report paycheck error
3.1 Interaction added to HR Admin inbox; HR Admin clicks a link to contact TriNet
3.2 Interaction added to CX Colleague Inbox, with request details and status
4.1 HR Admin routed to CX colleague - Chat
4.2 HR Admin routed to CX colleague - Call
5. CX colleague can view real-time screen of HR Admin
6. CX colleague goes to WSE paycheck details and makes the adustment
7. Paycheck is reissued; Both WSE and HR Admin receive update in inbox
