Post Call Analytics — Call centre operations

Every day a bank's call centre handles thousands of calls, and the managers running those teams need to know what's actually happening inside them. Which products people are calling about, how long calls take, whether issues get resolved first time, how individual agents are performing.

I designed the dashboard that shows them: volume and outbound split, resolution rates, agent performance, behavioural patterns. Headline numbers at the top, detail one click away for anyone who wants to interrogate a figure rather than just read it.

Built for two teams — post call analytics and financial remediation — across both Emirates NBD and Emirates Islamic.

The part I got stuck on

My Emirates Islamic designs got rejected in process review. The colours weren't right, and I was constrained to what the design system allowed, so I couldn't just pick something new.

I was in a creative block and a fair amount of impostor syndrome. So I went to my design manager and asked for help. He gave me visual directions and alternative schemes to work within. I followed his advice and it got approved.

Creative blocks come with the job. Having someone to go to when you hit one makes the difference between a week lost and an afternoon.