Developing the Virtual Workplace of Tomorrow for Customer Service Representatives | Resolute Software

Developing the Virtual Workplace of Tomorrow for Customer Service Representatives

Sep 29, 2021
2 minute read

Resolute Software helped a large, global customer experience (CX) technology and services innovator overcome the barriers of working by home by creating the virtual workplace of tomorrow. This project enabled our client to not only enhance their team’s productivity and improve their communication but also increase the overall customer satisfaction score. The result of this 6 month project was a graphically rich, easy-to-navigate and engaging virtual business center that makes employees feel as if they are at the office and not separated by, in some cases, continents.

Challenge

As the client organization serves global brands, there is a constant need for its customer service representatives to collaborate efficiently across teams regarding questions, concerns and customer requests. Typically, the team must toggle between numerous disparate systems and dashboards as they provide service to their clients. Accessing and assimilating information stored across different systems is time-consuming and inhibits effective collaboration, which must happen in real time to deliver on customer expectations for service quality. The organization needed a strong full-stack development team to design a unified platform that provided seamless access to all the tools contact center employees use within their daily workflow, and quickly iterate on the target application within an ambitious timeframe. Additionally, they wanted their employees to feel happy and motivated at work by offering them a visually stimulating UX experience.

Solution

Resolute provided a strong team of six veteran developers who were proficient in the client’s preferred tools and technologies. They were able to ramp up quickly and collaborate efficiently with the client’s internal data team, despite representatives being distributed across the globe. They were also able to implement an Agile development process to achieve the client’s technical objectives. They created an engaging platform containing many functionalities that facilitate the work but also improve the overall mood of the team.

Results

Resolute’s team is pleased to have had the chance to create the workplace of tomorrow – one that enhances productivity, improves the communication, collaboration and efficiency of serving the clients. One of the biggest values it brought was the improvement of the customer satisfaction scores due to faster issue resolution & more effective problem-solving.

We forge open, long-lasting partnerships with our customers.

Let us do great work together

post-img
Please enter your name
Please enter your company
Please enter a valid email
The phone number is invalid
Optional
Optional
We kindly ask you to accept our Privacy Notice when reaching out
OFFICES —
ATLANTA
279 W Crogan St,
Lawrenceville, GA 30046, USA
+1-770-901-9870
PORTLAND
5193 NE Elam Young Pkwy, Ste D
Hillsboro, OR 97124, USA
+1-770-901-9870
AMSTERDAM
Dusartstraat 46hs, 1072HT,
Amsterdam, Netherlands
+31-61-523-0054
SOFIA
141 Tsarigradsko shose Blvd
1784 Sofia, Bulgaria
+1-770-901-9870

We forge open, long-lasting partnerships with our customers.

Subscribe to our insights

Subscribe to receive insights, updates and tech news from the Resolute team.

You are now subscribed to Resolute's insights!

Thank you!