What Does an iPod Have in Common with a Contact Center?


Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.

Get Access

Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.

This note gives examples of how a usability engineering process has been successfully applied in one contact center, while summarizing its financial benefits and five key phases. Core topics include the following:

  • The impact of usability on important contact center performance issues, including call handle time, cross-sell rates, agent stress, agent training, and customer satisfaction.
  • The five phases of the usability engineering process: business objectives, user research, user requirements, user interface design, and usability evaluation.
  • Three implementation recommendations oriented to three different types of development organizations.

Usability engineering can be used to enhance agent-facing software in order to improve contact center productivity.

Related Content

GET HELP Contact Us
VL Methodology