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


Download

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