When I first took over the project, the primary challenge was to address the various pain points that were undermining the overall efficiency and satisfaction of users. These pain points were deeply rooted in three major workflows that made up the core of the system: the admin workflow, the communication workflow, and the agent workflow. The problems at hand were multifaceted: slow agent onboarding, a steep learning curve, high operational costs, and the lack of personalization in the workflows. These inefficiencies were preventing large-scale enterprises from fully realising the value of the software and hindering overall productivity.

 

Discovery Process
I initiated an extensive discovery process to truly understand the challenges faced by the users. This involved conducting in-depth interviews with various stakeholders, including agents, end-users, managers, and administrators. It became clear that the existing system was failing to adequately support agents in resolving customer queries efficiently and was not optimised for the scale of the enterprise clients.

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Problem 1 & 2: Admin Workflow & Communication Workflow
The first two problems I focused on were the inefficiencies in the admin workflow and the communication workflow. In the admin workflow, the onboarding process for new users—agents, supervisors, and managers—was slow, and the training programs had a steep learning curve. Admins spent an excessive amount of time on repetitive tasks like role and permission assignments. The communication workflow, on the other hand, often led to customer queries being mishandled or sent to the wrong agent, which resulted in delays and poor customer satisfaction.

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Solution for Problem 1 & 2
To address these challenges, I led the UX strategy, focusing on simplifying and personalizing the agent workflow. We introduced guided setup flows to streamline onboarding for new agents and significantly reduced the time spent on repetitive tasks. Additionally, I spearheaded the creation of a centralized hub for administrators to manage roles and permissions more efficiently. 

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Problem 3: Agent Workflow
The third major challenge was related to the agent workflow. Agents were spending significant amounts of time managing customer complaints, performing troubleshooting tasks, generating reports, managing inventory, and dispatching support staff. These activities were draining agent productivity and affecting overall service quality. 

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Solution for Problem 3
To solve this, I worked with the engineering team to explore the feasibility of integrating Generative AI (GenAI)-based solutions into the system. We focused on automating the most time-consuming tasks that required high cognitive load or extensive training, including troubleshooting, report generation, and real-time inventory management.​

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Ultimately, the comprehensive overhaul of the contact center software solution addressed the core inefficiencies that had been concerning to large enterprises. By modernising the admin, communication, and agent workflows, we enhanced user experience, reduced operational costs, and improved satisfaction for both agents and customers. The successful integration of GenAI-based automation and intelligent workflows also set the stage for future innovations, positioning the solution as a market leader in the B2B SaaS contact center space.