Come up with a name for an internal client interface system that will make users eager to adopt it.
Spoke with users on both ends of the costumer service experience.
Surveyed people about what they hated about costumer service.
The customer service workers experience is often mindnumbing repetition
They forget that the customer is unfamiliar with their processes.
Remind the customer service person that they hold the power to understand people, their needs and improve their lives