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