The Refinery - Cleveland Web Design Firm
Client Name Featured Image

Virtual Hold Technologies

Virtual Hold Technologies provides operations and productivity solutions for call centers, including a revolutionary callback function that improves the client experience.  The Refinery joined forces with the product development team at Virtual Hold Technologies to re-imagine real-time monitoring dashboards and reporting systems for the 8th version of their call center management software with a goal of providing actionable data and prompting action at the lowest level.

  • Customer Interviews
  • Rapid Prototypes
  • API Development in Ruby (on Windows)
  • Rich user interface design
  • Data visualizations with interactive infographics
  • Dev Ops

The Results

As a result of the user experience research, design and development, the new monitoring dashboards allow call center users real-time access to analytics critical for making timely staffing decisions. More call center users have access to this critical data, empowering them to act in an agile fashion and respond to call demand and SLA expectations. Reports that were previously run every hour, taking 45 minutes to run, are a thing of the past. Call center management now has access to the data no matter their location via their mobile devices.

"Josh is a top-notch designer, who is always pushing things forward. He is efficient, quick, and highly-skilled in many areas –  leading the technology research, UI design, development, project management and testing for our ground-breaking mobile application. Through this and other projects, I've come to think of Josh as a trusted, go-to person for end-to-end design expertise."

Faith Chiang - Chief Experience Officer - Within3