Internal tools & operational research
Understanding why an internal guidance tool was not being used as intended
Overview
01
The challenge
An internal tool was designed to guide agents during customer calls, but usage was inconsistent and the intended guidance was not always followed.
02
What we needed to learn
Understand how agents actually worked during calls, when they used or bypassed the tool, what alternative behaviours had developed and where the experience failed to support the intended workflow.
03
Research approach
Observation and research with agents using the tool during realistic customer-call scenarios.
04
What the research revealed
Agents sometimes relied on historical scripts or existing habits rather than the intended tool flow. Call-reason functionality was not used consistently and some pathways were not direct enough for real working conditions.
05
How the evidence was used
Recommendations included clearer training, stronger emphasis on call-reason selection, more direct pathways and improvements to guidance.
Methods used
Contextual observation Usability research Workflow analysis Interviews
Related capability
Digital Experience Diagnostic / Internal Tool Research