WebTV CS Agents Extranet
As WebTV Networks began to outsource the answering of it's customer service
phone and email requests, it became necessary to provide a knowledge base that
the agents could use to supplement their training and act as a communication
method for recent changes and current service trends. This extranet was the
solution to that problem.
Since this site was the primary source of information for the agents, and
the length of their calls directly correlate to both customer satisfaction and
the per-minute cost of running the 800 number, one of the primary objectives
of the site was speed. Another challenge was that the agents were at four call
centers across the country, working for three different outsourcing companies,
and processing three different types of customer requests.
To accommodate these requirements, I chose to build the site using Frames,
so that pages would load as quickly as possible, and so that shared content,
project-specific content and external web-based tools could all be mixed
together to create three customized versions of the extranet (for phone,
email, and cancellation save team agents) with maximum accessibility and
minimum maintenance requirements.
The site also provided screenshot-based, clickable mockups of the entire
WebTV service for all three available platforms, to allow agents who did
not have access to certain WebTV boxes to still provide accurate information
to users as to what screens they would see when troubleshooting a particular
problem; integrations of several essential web-based tools; and a site
architecture that would allow an agent to get from any one article to
any other article within three clicks. Not bad for a site with 2000+
articles of content.
Additionally, as a member of the Training & Documentation team, I lead
several agent training classes and wrote a good portion of the documentation
for the site.
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