User experience can have a profound impact on how agents perform with contact center systems. User Centric, Inc. (www.usercentric.com), a Chicago-based user experience research firm, released a white paper today presenting successful techniques for creating optimal contact center user interfaces. Enhancing human performance with a more usable call center user interface can greatly influence the bottom line by enabling better staff utilization, reducing handle times, decreasing errors, and increasing sales offers. For instance, some things as simple as typography, such as the use of ALL CAPS, slows down users' reading times by 12%, increases error rates, and takes important time away from serving customers.
This white paper will help readers to understand:
For a free copy of "User Experience in the Contact Center" visit http://www.usercentric.com/publications/2009/02/02/user-experience-contact-center or send an email to Pamela Stoffregen-Gay at email@example.com.