Bell Canada is the leading telecom provider in Canada. The company embarked on an initiative to improve overall customer satisfaction in their call centers and physical stores. CSS was engaged to help improve the user experience in these critical areas. We performed contextual inquiry research in various call centers and identified key friction points to address with the call center software design. Working with the teams at Bell Canada we developed a UX strategy and design concepts that eventually evolved into a working prototype. This prototype was then usability tested and revised based on user feedback and hand-off to the development team.