Reducing 15% workload in a call center CRM
Automotive industry call center team needed to support new customer with a brand new technology of connected cars.
About Project
"We need the call center team to offer the best suport and solving problems for the costumer in a short time, ensuring maintenance of car health, safety and customer satisfaction."
I identified user needs through a CADO workshop with the business team and a journey map built from interviews with four call center agents, followed by usability testing.
