PRESENTERS:                   MODERATOR:                                              #uxlunch© User Centric, Inc., May 20...
© User Centric, Inc., May 2012   2
Who We Are        What We Do        The Webinars        Today’s Topic© User Centric, Inc., May 2012   3
Who We Are                                 •       •                                 •   •   •        What We Do          ...
Who We Are                                 •   •        What We Do               •   •                                 •  ...
Who We Are        What We Do               •                                 •                                 •        Th...
                         © User Centric, Inc., May 2012               7
                                     Effective        Efficient                    •                                 ...
                                     Effective        Efficient                    •        Satisfied                ...
                                     Effective        Efficient                    •                                 ...
                         © User Centric, Inc., May 2012               11
                         © User Centric, Inc., May 2012               12
                         © User Centric, Inc., May 2012               13
                             1© User Centric, Inc., May 2012               14
                             2© User Centric, Inc., May 2012               15
                             3© User Centric, Inc., May 2012               16
                                 1        2        3© User Centric, Inc., May 2012               17
                                 1        2        3© User Centric, Inc., May 2012               18
                          © User Centric, Inc., May 2012               19
                                              Overview        Discovery                    •                   •     ...
                                  Overview        Discovery        Iterative Design        Implementation        Post...
                                          Overview                                     •        Discovery            ...
                                          Overview        Discovery                    •                             ...
                                          Overview        Discovery                    •                             ...
                                          Overview        Discovery                    •                             ...
                          © User Centric, Inc., May 2012               26
                                      Task Prioritization        Info Hierarchy                                     •...
                                      Task Prioritization        Info Hierarchy               •                      ...
                                      Task Prioritization        Info Hierarchy                                     •...
                                      Task Prioritization        Info Hierarchy               •                      ...
                                  Task Prioritization        Info Hierarchy        UI Hierarchy© User Centric, Inc., ...
                                        Task Prioritization                                     Global        Info Hi...
                                  Task Prioritization        Info Hierarchy        UI Hierarchy© User Centric, Inc., ...
                          © User Centric, Inc., May 2012               34
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                              Global Scope        Team Scope        Agent Scope                  Glob...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope                                                     ...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                      Global Scope        Team Scope        Agent Scope        Contact Scope        C...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                                  Global Scope        Team Scope        Agent Scope        Contact Scope        Custo...
                          © User Centric, Inc., May 2012               50
                                      Design for Frequency of Use              •                                     ...
                                      Design for Frequency of Use        Work Closely with Users Early & Often       ...
                                      Design for Frequency of Use        Work Closely with Users Early & Often       ...
                                      Design for Frequency of Use        Work Closely with Users Early & Often       ...
                                      Design for Frequency of Use        Work Closely with Users Early & Often       ...
                                      Design for Frequency of Use                                                 •  ...
                                      Design for Frequency of Use              •                                     ...
                                      Design for Frequency of Use        Work Closely with Users Early & Often       ...
                          © User Centric, Inc., May 2012               59
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                                     •            ...
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                     •                            ...
                                      Past Webinars        Upcoming                                     •        Whit...
PRESENTERS:                                 #uxlunch© User Centric, Inc., May 2012              May 30, 2012              ...
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For a Better Agent Experience in Contact Centers, Press 1 Now

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Designing the agent desktop for effectiveness, efficiency, and satisfaction.

Join us for a fast-paced and illustrated tour of user interface solutions for common user experience challenges in call center agent desktop software.

It’s a lot easier to provide a top-notch customer experience when your service agents have top-notch software. While every business and call center is unique, there are surprising similarities in the pain points, feature requests, and “blue sky” wish lists that we encounter when we work with businesses to improve the software used in their call centers.

We’ll cover typical problems, telltale symptoms, and mockups of solution ideas for each, including benefits, drawbacks, and important considerations for the proposed solutions.

As we present these ideas, we’ll also describe techniques that can help you to:

o Discover what’s working well today, what’s not, and why

o Design a “best case” user interface that minimizes errors, inefficiency, and frustration

o Validate and fine-tune the design to ensure that it will have the desired effect

o Implement the design through a prioritized approach, providing interim improvements that cumulatively lead to the full agent desktop vision

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For a Better Agent Experience in Contact Centers, Press 1 Now

  1. 1. PRESENTERS: MODERATOR: #uxlunch© User Centric, Inc., May 2012 May 30, 2012 1
  2. 2. © User Centric, Inc., May 2012 2
  3. 3. Who We Are What We Do The Webinars Today’s Topic© User Centric, Inc., May 2012 3
  4. 4. Who We Are • • • • • What We Do • • • • The Webinars • • Today’s Topic • •© User Centric, Inc., May 2012 4
  5. 5. Who We Are • • What We Do • • • • • • The Webinars • Today’s Topic • •© User Centric, Inc., May 2012 5
  6. 6. Who We Are What We Do • • • The Webinars • • Today’s Topic • •© User Centric, Inc., May 2012 6
  7. 7.     © User Centric, Inc., May 2012 7
  8. 8.      Effective Efficient • • • Satisfied • • • •© User Centric, Inc., May 2012 8
  9. 9.      Effective Efficient • Satisfied • •© User Centric, Inc., May 2012 9
  10. 10.      Effective Efficient • • • Satisfied • • • •© User Centric, Inc., May 2012 10
  11. 11.     © User Centric, Inc., May 2012 11
  12. 12.     © User Centric, Inc., May 2012 12
  13. 13.     © User Centric, Inc., May 2012 13
  14. 14.      1© User Centric, Inc., May 2012 14
  15. 15.      2© User Centric, Inc., May 2012 15
  16. 16.      3© User Centric, Inc., May 2012 16
  17. 17.      1 2 3© User Centric, Inc., May 2012 17
  18. 18.      1 2 3© User Centric, Inc., May 2012 18
  19. 19.     © User Centric, Inc., May 2012 19
  20. 20.      Overview Discovery • • • • • • Iterative Design • • • • Implementation • • • • • • Post-Launch© User Centric, Inc., May 2012 20
  21. 21.      Overview Discovery Iterative Design Implementation Post-Launch© User Centric, Inc., May 2012 21
  22. 22.      Overview • Discovery • • • Iterative Design • • Implementation • • Post-Launch • •© User Centric, Inc., May 2012 22
  23. 23.      Overview Discovery • • • Iterative Design • • Implementation • • • Post-Launch© User Centric, Inc., May 2012 23
  24. 24.      Overview Discovery • • • Iterative Design • • Implementation • • Post-Launch© User Centric, Inc., May 2012 24
  25. 25.      Overview Discovery • • • Iterative Design • • Implementation • • • Post-Launch •© User Centric, Inc., May 2012 25
  26. 26.     © User Centric, Inc., May 2012 26
  27. 27.      Task Prioritization Info Hierarchy • • UI Hierarchy •© User Centric, Inc., May 2012 27
  28. 28.      Task Prioritization Info Hierarchy • • • UI Hierarchy • • • • •© User Centric, Inc., May 2012 28
  29. 29.      Task Prioritization Info Hierarchy • • UI Hierarchy© User Centric, Inc., May 2012 29
  30. 30.      Task Prioritization Info Hierarchy • • • UI Hierarchy© User Centric, Inc., May 2012 30
  31. 31.      Task Prioritization Info Hierarchy UI Hierarchy© User Centric, Inc., May 2012 31
  32. 32.      Task Prioritization Global Info Hierarchy Team / Queue At each level, define: Agent Information UI Hierarchy Contact Status Customer Alerts Topic & Task Tasks General© User Centric, Inc., May 2012 32
  33. 33.      Task Prioritization Info Hierarchy UI Hierarchy© User Centric, Inc., May 2012 33
  34. 34.     © User Centric, Inc., May 2012 34
  35. 35.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 35
  36. 36.      Global Scope Team Scope Agent Scope Global Global Link Team Link Link Global Link Team Link Link Contact Scope Global Link Team Link Link Team Link Customer Scope Link My Links Topic & Task Scope Link Link Customize Links General Scope© User Centric, Inc., May 2012 36
  37. 37.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 37
  38. 38.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 38
  39. 39.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 39
  40. 40.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 40
  41. 41.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 41
  42. 42.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 42
  43. 43.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 43
  44. 44.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 44
  45. 45.      Global Scope Team Scope Status description Status description Agent Scope Contact Scope Status description Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 45
  46. 46.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 46
  47. 47.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope • • General Scope • •© User Centric, Inc., May 2012 47
  48. 48.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 48
  49. 49.      Global Scope Team Scope Agent Scope Contact Scope Customer Scope Topic & Task Scope General Scope© User Centric, Inc., May 2012 49
  50. 50.     © User Centric, Inc., May 2012 50
  51. 51.      Design for Frequency of Use • • Work Closely with Users Early & Often • • • Consider All Major User Groups • • Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 51
  52. 52.      Design for Frequency of Use Work Closely with Users Early & Often Consider All Major User Groups Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 52
  53. 53.      Design for Frequency of Use Work Closely with Users Early & Often Consider All Major User Groups Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 53
  54. 54.      Design for Frequency of Use Work Closely with Users Early & Often Consider All Major User Groups Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 54
  55. 55.      Design for Frequency of Use Work Closely with Users Early & Often Consider All Major User Groups Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 55
  56. 56.      Design for Frequency of Use • • Work Closely with Users Early & Often • • Consider All Major User Groups • Involve Dev and Design Early • • Define Vision and Interim Releases • •© User Centric, Inc., May 2012 56
  57. 57.      Design for Frequency of Use • • • Work Closely with Users Early & Often • • Consider All Major User Groups Involve Dev and Design Early Define Vision and Interim Releases© User Centric, Inc., May 2012 57
  58. 58.      Design for Frequency of Use Work Closely with Users Early & Often • Consider All Major User Groups • • Involve Dev and Design Early • Define Vision and Interim Releases© User Centric, Inc., May 2012 58
  59. 59.     © User Centric, Inc., May 2012 59
  60. 60.      Past Webinars Upcoming • • • White Paper© User Centric, Inc., May 2012 60
  61. 61.      Past Webinars Upcoming • • • White Paper • •© User Centric, Inc., May 2012 61
  62. 62.      Past Webinars Upcoming • • • White Paper© User Centric, Inc., May 2012 62
  63. 63.      Past Webinars Upcoming • • • White Paper •© User Centric, Inc., May 2012 63
  64. 64.      Past Webinars Upcoming • • White Paper • • •© User Centric, Inc., May 2012 64
  65. 65.      Past Webinars Upcoming • • • White Paper • •© User Centric, Inc., May 2012 65
  66. 66.      Past Webinars Upcoming • • • White Paper •© User Centric, Inc., May 2012 66
  67. 67.      Past Webinars Upcoming • White Paper • • •© User Centric, Inc., May 2012 67
  68. 68. PRESENTERS: #uxlunch© User Centric, Inc., May 2012 May 30, 2012 68

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