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For Customer Experience Professionals

Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

April 6, 2011

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Why Read This Report

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process — research, ideation, prototyping, and testing — can help customer experience professionals identify and fix problems that frustrate agents and lead to poor customer experiences. This process can be applied to just about anything in the call center: agent-facing software, agent training modules, call center workflows, and even phone dialogues themselves. Customer experience professionals need to introduce call center execs to an approach that focuses on the needs of both callers and agents — and show how the results of such efforts can translate into real business value.

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Table of Contents

  • Call Centers Must Consider The Needs Of Both Callers And Agents
  • User-Centered Design Can Fix Issues That Irritate Both Callers And Agents
  • RECOMMENDATIONS

  • Usher In A User-Centered Approach To Call Center Interactions
  • Supplemental Material
  • Related Research Documents