Contact Center Service Blueprint

During our sprint, we created a service blueprint to help us understand and improve the contact centre experience. Think of it as a detailed map of everything that happens when a customer reaches out for help. We looked at each step of their journey, from the moment they decide to contact the centre until their issue is resolved. This blueprint showed us where things were working well and where customers might be struggling. It also revealed what's happening behind the scenes to support each interaction. By laying everything out visually, we could spot opportunities to make the whole process smoother and more efficient for both customers and staff.