Historical and live reporting experiences within a late-stage startup focused on innovating the contact center space (CcaaS). We leveraged technology, including Ai, to transform the stale contact/call center space. My task was to make data visible, tangible, and actionable for contact center supervisors.

Dialpad wanted their day-to-day to be efficient and innovative, while feeling modern and sexy.

Contact Center Supervisors (primary)
Managers and supervisors in digital contact centers of all sizes across the globe. Their responsibilities included managing agents, data analysis, proactive/reactive problem solving.

Agents (secondary)
Front-line customer support agents responsible for monitoring various channels (text, email, social, etc.)

Customers (tertiary)
Humans who reach out to agents for assistance across whichever available channels they felt comfortable to use.

• Leading and scoping work for my track. Advocated for additional resources.

• Facilitating various sessions with a distributed team. Ranged from cross-functional collaboration, building culture, etc.

• Prototyping via Figma

• Lo-Fi Wireframing (analog & digital)

• Final UI, light motion

I leveraged a mix of methods to collect data in order to validate ideas.

• User Voice insights.

• Led stakeholder interviews.

• Assembled competitive analyses.

• Collaboration with our internal contact center, Dialpad Support.

• Led discovery research and usability tests with customers for Analytics ventures.