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For Better Agent Experience in Contact Centers, Press 1 Now

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Published on May 30, 2012

User Centric is now a part of GfK! Read about our call center solutions at http://www.gfk.com/solutions/ux/Pages....

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:

o Discover what's working well today, what's not, and why

o Design a "best case" user interface that minimizes errors, inefficiency, and frustration

o Validate and fine-tune the design to ensure that it will have the desired effect

o Implement the design through a prioritized approach, providing interim improvements that cumulatively lead to the full agent desktop vision

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    • Standard YouTube License

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