We believe experiences matter.™
For Better Agent Experience in Contact Centers, Press 1 Now
User Centric presents, “We Believe Experiences Matter,” a free webinar series highlighting techniques used to evaluate, measure and change the end-to-end customer experience. View entire webinar schedule.
This webinar is over, but you can access it in its entirety on YouTube, Vimeo and Slideshare.
Abstract:
Designing the agent desktop for effectiveness, efficiency, and satisfaction.
Join us for a fast-paced and illustrated tour of user interface solutions for common user experience challenges in call center agent desktop software.
It’s a lot easier to provide a top-notch customer experience when your service agents have top-notch software. While every business and call center is unique, there are surprising similarities in the pain points, feature requests, and “blue sky” wish lists that we encounter when we work with businesses to improve the software used in their call centers.
We’ll cover typical problems, telltale symptoms, and mockups of solution ideas for each, including benefits, drawbacks, and important considerations for the proposed solutions.
As we present these ideas, we’ll also describe techniques that can help you to:
- Discover what’s working well today, what’s not, and why
- Design a “best case” agent interface that minimizes errors, inefficiency, and frustration
- Validate and fine-tune the design to ensure that it will have the desired effect
- Implement the design through a prioritized approach, providing interim improvements that cumulatively lead to the full agent desktop vision
Contact Us for Answers
Related news & publications:
Our research has been published in books and professional journals, and is presented regularly at conferences. Many of our articles and publications can be read online, downloaded in PDF format, or requested by e-mail.
Names in italics indicate User Centric employees at the time of publication.
