Trends Report

Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

April 6th, 2011
Kerry Bodine, null
Kerry Bodine
With contributors:
Harley Manning , Art Schoeller , Allison Stone , 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 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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.