Project

CRM for Neighbourhood Contact Centre (NCC)

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Started: July 2018

Status: Closed

Details

To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns.

• Listing on Pipeline

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Phases

Discovery

Live

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Research documents

Discussion guide

• NCC Call Agent Interview Questions Answers P1 Discovery
• NCC Call Agent Interview Questions Answers P2 Discovery
• NCC CRM Feedback form Alpha Beta Live
• Scenario Prototype Testing Alpha
• NCC Call Agent Interview Questions Answers P3 Discovery
• NCC Call Agent Interview Questions Answers P4 Discovery
• Call Centre Caller survey guide Discovery

Insights

• Scenario Prototype Testing Alpha

Interview transcript

• NCC Agent interview questions Discovery
• NCC Call Agent Interview Questions Answers P1 Discovery
• NCC Call Agent Interview Questions Answers P2 Discovery
• NCC Shadowing Notes S1 Discovery
• NCC Call Agent Interview Questions Answers P3 Discovery
• NCC Call Agent Interview Questions Answers P4 Discovery

Personas

• Call centre agent persona Discovery
• Resident persona Discovery
• Call centre team leader persona Discovery
• Non-tenant advocate persona Discovery
• NCC Landlord Persona Discovery

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