Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results
April 6th, 2011
With Contributors:
Allison Stone
and Belle Bocal


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 custo

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