Case Study: Contact Centre Operations Hub
Because "best efforts" are rarely a management strategy
We gave a busy contact centre real-time control of its operations - bringing clarity to live performance, strengthening day-to-day decision-making, and doing so without disrupting the customers it was there to serve.
An Operation That Needed Tighter Control
The client is a UK telecommunications provider delivering mobile and unified communications services at scale. Its contact centre sits at the centre of customer experience - handling service queries, billing questions and technical support across a growing base.
As volumes increased and expectations sharpened, operational control became more than a reporting exercise. The business needed to understand what was happening on the floor as it happened - not several spreadsheets later.
Friction in the Moments That Matter
Day to day, the operation was held together by multiple systems and manual workarounds. Agents navigated between tools to piece together customer history. Supervisors relied on partial visibility to make allocation decisions. Managers questioned behaviours they could not easily evidence.
The impact surfaced in predictable ways:
- Customers waited while agents searched for context across disconnected systems.
- Authentication checks and administration were handled manually, adding time and inconsistency to each interaction.
- Team leaders lacked reliable live insight into availability, queue pressure and workload distribution.
- Concerns around excessive mute and hold usage lingered unresolved - neither provable nor dismissible.
- Agents performing offline or follow-up tasks were still routed live calls, breaking focus and creating avoidable rework.
- Locating recordings and feedback for coaching was slower than the pace of improvement demanded.
With growth targets ahead, the business required an operating model grounded in real frontline behaviour - not another layer of dashboards.
A Single Operational Nerve Centre
We introduced a browser-based Contact Centre Operations Hub designed to unify telephony, CRM context and performance oversight in one environment.
For agents, the design intent was simple: keep resolution inside the conversation. Customer history, open tickets and relevant follow-ups appeared immediately at call start. Tiered authentication was automated, reducing repetitive questioning while maintaining compliance.
For supervisors, the Hub delivered live operational control. Availability could be adjusted in real time for breaks or focused offline work. Wrap-up was automated to protect queue accuracy. Leaders could deliberately assign agents to calls-only or tickets-only modes, aligning capacity with demand and preventing unnecessary interruption.
Crucially, call handling behaviour became measurable. Patterns of mute and hold usage were surfaced objectively, allowing managers to address misuse fairly - and protect high performers from blanket suspicion.
Post-call NPS prompts were automated, and recordings indexed for rapid retrieval, shortening the loop between feedback and coaching action.
Measurable Gains in Live Operations
- 42% increase in First-Call Resolution, driven by immediate access to customer context and consistent authentication.
- 11% increase in NPS over 12 months, supported by smoother interactions and faster coaching cycles.
- Clear evidence-based oversight of agent status and call handling behaviour.
- Improved productivity through reduced inappropriate routing and less system switching.
- Greater leadership confidence in managing queues using live, actionable data.
"Having real-time visibility into agent behaviour and performance removed guesswork from our day-to-day management. We can now address issues confidently, support our teams properly, and maintain a consistently high standard of service."
Built Around the People Who Use It
For agents, the Hub reduced task-switching and cognitive load. Context appeared instantly, authentication was streamlined, and focus could be protected when handling non-call work.
For supervisors, queue conditions, availability and routing logic were visible and adjustable in real time. Decisions moved from reactive to deliberate.
For management, performance conversations shifted from anecdote to evidence. Call recordings, feedback data and behavioural indicators were accessible without delay, improving accountability and fairness.
Introduced Without Disrupting Service
The Hub operated entirely within the browser, avoiding desktop installs and simplifying rollout. It was designed to coexist with existing telephony and CRM systems, preserving operational stability while introducing measurable control.
Open-source components were selected deliberately, providing flexibility without locking the business into a rigid operational model. Adoption was gradual, practical and aligned to live service conditions.
From Monitoring to Management
Beyond the metrics, the operational mindset shifted.
Supervisors responded to live conditions rather than retrospective summaries. Performance management became consistent and evidence-led. Reduced repeat contact lowered customer effort and helped stabilise service levels as volumes fluctuated.
Control moved from assumption to visibility - and stayed there.
Client feedback has been paraphrased from direct discussions. Names, roles, and identifying details have been anonymised to protect confidentiality.
Turning Visibility into Control
If you can see what's happening on the floor, you can usually improve it - preferably before the queue notices.
