Customer care is the most important touch point of any brand. We want to empower our agents to make decisions fast and be proactive instead of reactive. Leverage Seibel Open UI framework to the best.
Reduce work flow by 68%
We understood during our research while talking to stakeholders that agents key goal is to close as many tickets as possible. They use multiple devices like desktop, telephone with headsets and at times physical notes like post-it. Hence our goal was to reduce the cognitive load of the agent by providing only the most important information at any given time.
Agents are not very organised and not good at multi tasking.
Westjet offers airport lounge service to all their premium customers as other airlines. Hence they wanted a next generation lounge portal experience for the agents to cater to all the Westjet customers.
Unlike the Rewards Agent Dashboard, in Lounge Portal scenario agents handle multiple airlines. Agents need to be able to quickly shift from one airline portal to another depending upon need, this demands them to minimize the screen resolutions of browsers to view more.