academic project
graphic design
interactive game
A Semiotic Guide to Sustainability in Fashion
The Context
In large call center teams, coaching is triggered reactively - when CSAT scores drop, escalations spike, or communication errors pile up. The process is almost entirely manual: team leads review call recordings and discuss mistakes in 1:1 sessions.
With a single team lead managing anywhere from 20 to 50 agents, this model breaks down fast.
High-risk agents get attention. Average performers don't. And by the time feedback reaches anyone, the call it's referencing is days old.
academic project
graphic design
interactive game