Weekly Huddles & Storytelling
Visualizing the Customer & Agent Experience
Topics are determined and planned ahead based on managerial and agent needs to help educate and reinforce troubleshooting paths and resolutions to make interactions with customers simpler and improve troubleshooting resolution work rates.
After a topic is determined, information on troubleshooting the issue is gathered and synthesized into an easy to follow guide for front line agents using an HTML web builder to create a web page for the huddle.
Scenes are mapped out using wireframes in Figma to highlight the customer and support agent experiences.
Information from the created web pages are translated into an animated video story using Vyond to provide a better visualization of the experience.
At Rogers Communications, the Fusion tool provides front-line agents with a single place to source technical statistics of a customer’s devices to assist with their service issues.