Our team addressed several needs in this call center support application redesign effort. Call center representatives needed to be able to scan lots of information, then isolate a record to act upon without losing context. We needed to create simple terminology, unambiguous calls to action, and an updated, pleasant visual design.
Having designed a few versions of enhancements, we interviewed CSRs to determine their preferences. Our redesign effort resulted in new interaction design and UI design that reduced clicks for common interactions, and was easier for both novice and experienced CSRs to use.