Process Design

In this video, you will be getting to know the core mission of a Process Designer, from mastering the four CX Strategy Pillars—Issue Prevention, Ticket Prevention, Automation, and Operational Efficiency—to managing the entire process lifecycle from consumer insights to "Go Live". Process design acts as the architect of the customer and agent journey and transforms operational chaos into standardized, scalable frameworks. You will learn how to gather requirements through ticket reading and VOC analysis, perform gap and metric impact analysis, and create essential deliverables like Process Maps and Standard Operating Procedures (SOPs). Ultimately, this module will instill the mindset of continuous improvement, ensuring that every process you design is data-driven, compliant, and optimized for both customer satisfaction and agent efficiency. Click on the video.