How to Build a Great Product for an Internal Customer
summary
A team built a simplified cockpit-style interface for contact-center agents and rolled it out to 1,500 operators via pilots and phased rollout, aiming to shrink training time and remove anti-patterns. The work used behavioral analytics, frequent five‑star micro-surveys, benchmarking, and a custom click‑tracking solution (needed for agents behind an internal network) and achieved 1.5× productivity and satisfaction growth from 2.7 to 4.2 out of 5.
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