Evolve CX: Innovating Without Limits
At Evolve CX, we never hit the pause button. We're constantly reviewing our team, processes, and tools to make things better. And let me tell you, February and March were no exception to this rule! We're always striving for improvement, no matter the season.
Within our Quality Assurance (QA) department, we thrive on pushing boundaries and venturing into unexplored realms. This year, we embarked on a transformative journey aimed at revolutionizing our evaluation processes. Initially, we implemented a straightforward Google Form, which proved effective in its infancy. However, as our scope expanded to encompass new Lines of Business (LOBs), the need for multiple forms arose, signaling the necessity for a more refined approach.
Driven by our unwavering commitment to excellence, we resolved to develop a bespoke solution tailored precisely to our requirements. With sleeves rolled up and determination ablaze, we delved into the task at hand. Despite not having dedicated engineering, product, or design teams, we took on the challenge head-on. Led by our visionary CEO, Alberto Castro, and supported by our committed Head of People, Arturo Quezada and QA Analyst, Valeria Verde, we delved into the realms of HTML, CSS, Python, and Javascript.
Arturo Quezada initially possessed a foundational understanding of creating automations in App Script. However, delving into unfamiliar programming languages presented a new frontier, prompting him to embrace the challenge of understanding them within a two-week timeframe. The journey was filled with complexities, including learning curves, mistakes, and unfamiliar processes. Nevertheless, our unwavering determination ensured that nothing would impede our progress toward our goal. By March 1st, we had developed a mock-up illustrating the tool's functionality and appearance, which served as a catalyst for team motivation.
Valeria Verde played a pivotal role in shaping the tool's development. Her ability to articulate the tool's vision, outline its functionalities, and ensure its applicability across all Lines of Business (LOBs) was instrumental. Leveraging her expertise in QA tools and processes, she provided invaluable insights that guided our endeavors.
Despite the looming deadline of March 8th, the team remained steadfast in its commitment to delivering the project on time. With unwavering support from Alberto Castro and a fervent dedication to our shared objectives, we successfully completed the tool within the stipulated time frame.
Fast forward to March 11th, 2024, and our QA and Supervisors are seamlessly integrating the tool into their workflows. But we're not stopping there. With the launch of version 2 slated for April, our agents will gain the ability to review their evaluations and set commitments. This marks another milestone in our journey towards excellence and growth.
At Evolve CX, innovation is not just a buzzword; it's our way of life. As we continue to push boundaries and embrace new challenges, we invite you to join us on this transformative journey. Together, let's evolve the future of customer experience.
Stay tuned for more updates and insights from the Evolve CX team!
