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

1. PRESENTERS: MODERATOR:
#uxlunch
© User Centric, Inc., May 2012 May 30, 2012
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2. © User Centric, Inc., May 2012 2

3. Who We Are
What We Do
The Webinars
Today’s Topic
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4. Who We Are
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What We Do
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The Webinars
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5. Who We Are
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What We Do • •
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What We Do •
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Effective
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Satisfied
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Effective
Efficient •
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Effective
Efficient •
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Satisfied
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Overview
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Iterative Design • •
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Implementation • •
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Post-Launch
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Overview
Discovery
Iterative Design
Implementation
Post-Launch
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Overview
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Task Prioritization
Info Hierarchy
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UI Hierarchy
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Task Prioritization
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Task Prioritization
Info Hierarchy
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Info Hierarchy •
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Task Prioritization
Info Hierarchy
UI Hierarchy
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Task Prioritization
Global
Info Hierarchy
Team / Queue At each level, define:
Agent Information
UI Hierarchy
Contact Status
Customer Alerts
Topic & Task Tasks
General
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Task Prioritization
Info Hierarchy
UI Hierarchy
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope Global
Global Link Team Link
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Global Link Team Link
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Contact Scope Global Link Team Link
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Team
Link
Customer Scope
Link
My Links
Topic & Task Scope Link
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Customize Links
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Status description
Status description
Agent Scope
Contact Scope
Status description
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope •
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Global Scope
Team Scope
Agent Scope
Contact Scope
Customer Scope
Topic & Task Scope
General Scope
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Design for Frequency of Use •
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Work Closely with Users Early & Often •
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Consider All Major User Groups
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Involve Dev and Design Early
Define Vision and Interim Releases
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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.     
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.     
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
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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
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Design for Frequency of Use
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Consider All Major User Groups
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Involve Dev and Design Early •
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Define Vision and Interim Releases •
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Design for Frequency of Use •
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Work Closely with Users Early & Often •
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Consider All Major User Groups
Involve Dev and Design Early
Define Vision and Interim Releases
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58.     
Design for Frequency of Use
Work Closely with Users Early & Often
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Consider All Major User Groups •
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Involve Dev and Design Early •
Define Vision and Interim Releases
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Past Webinars
Upcoming •
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White Paper
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White Paper
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White Paper
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White Paper •
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Past Webinars
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Past Webinars
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White Paper •
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68. PRESENTERS:
#uxlunch
© User Centric, Inc., May 2012 May 30, 2012
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