Quick Actions in Communication Center

Empowering our users

WorkWave's major issue was that despite having an integrated omni-channel tool, users still had to switch between multiple applications for basic customer service tasks. They had to toggle between WorkWave CRMs like PestPac and Communication Center, leading to confusing workflows, longer calls, and multiple call-backs.

The main goal of our Quick Actions feature was to boost the First Call Resolution rate, allowing agents to resolve issues in the first interaction by providing tools for common tasks like scheduling and billing. A priority was designing the feature for future scalability, as Communication Center is WorkWave's key common services integration.

Research

The main personas were administrators (managers/owners), customer service agents (1st party), and call center agents. Each had specific tasks: Admins needed an audit trail and permission management. 1st party agents are specialists employed directly by clients, while call center agents handle overflow or after-hours calls.

Information at a glance

Within Communication Center, the homepage has four main panels. The fourth, the Customer Information Panel (CIP), shows customer details like overview, scheduling, and billing. It's the main source for product data and quick actions, allowing agents to manage services and payments easily.

Considering available space was critical when planning out flows and forms. The CIP displays a large amount of customer data and needs a seamless experience when scaling to other products.

Iteration

Quick Actions involved building common service patterns for key flows and creating components for our growing design system. I presented numerous flows and prototypes to stakeholders at various stages, from focus group feedback sessions to product council presentations.

The original CIP service order cards were designed for read-only data. To solve space constraints, I designed a collapsible card block showing only key details. Post-launch feedback confirmed this freed up space was beneficial.

I collaborated cross-functionally with the PestPac product and engineering teams to understand user scheduling and payment collection. We segmented the scheduling flow across a few screens, standardizing form patterns while considering engineering constraints.

Launch and reception

Quick Actions were extremely well received by customers and contact center agents. Users can now stay in one application, achieve their goals faster, and be more productive.

What I learned

• The importance of early and frequent stakeholder feedback, juggling the needs of both PestPac and Slingshot stakeholders.
• Collaborating with two product and engineering teams helped me grow as a designer and better manage expectations.
• Demonstrating the value of reusable patterns, now standardized, reducing both design and development time.