Call Center Application Research

17 Jan 2006 - 2:32pm
8 years ago
2 replies
642 reads
Warnke, Larisa
2005

I am about to embark on several call center application projects.

In most cases I have the ability to do research and interviews on legacy
applications and their reps. I am look for existing information on these
types of application re-designs. Case studies, white papers, user research,
best practices...I¹m not finding a lot on my own.

Any input will be appreciated...Thank you

Larisa Warnke | Sr. User Experience Architect | Carlson Marketing Group |
p. 763.212.6158 | c. 612.201.8877 | AIM: larisalw | YM: larisa_warnke

Comments

17 Jan 2006 - 11:48pm
Ripul Kumar
2005

We have conducted user research, re-designed, and tested some large call center applications. I had blogged about some key issues at:

http://ripul.blogspot.com/2005/05/key-usability-issues-and-solutions-in.html

--
Ripul Kumar
Kern Communications Pvt. Ltd., India
www.kern-comm.com
Usability Consulting & Outsourcing

19 Jan 2006 - 2:24pm
russwilson
2005

Larisa,

Sorry for the delayed response...

First off, I assume your user is an "agent", correct?

1. Whether or not scrolling is bad depends on the agent's role. for
real-time, live customer
interaction, scrolling isn't great. We used a drill-down architecture
where an agent would
be presented with relevant information on a screen and could then drill
in to additional information
as needed without presenting everything at once requiring extensive
scrolling...
2. Popups are likely more acceptable primarily because of their
familiarity with and
usage of "screen-pop" applications. (which is what I'm assuming you are
alluding to) Although
given the fact that they are managing a "live" customer on the phone, I
would be careful about
locking them up with modal popups.
3. What do you mean by learnable environment?

I would only add that call center agents tend to have very limited
technical skills (but not always).
We found that useful interfaces typically were very simple and
straightforward. Also, it is important
(once again depending on the specific role) that information "jump out"
at them. Since their interaction
with the system occurs while interacting with a live customer, speed and
readability (of the screen) are very important.
Information should stand out from background noise (ala "Tufte")...

Hope that helps. Let me know if you have any other questions. Also,
please elaborate
on #3 above.

Russ

Russell Wilson | Director of Product Design | NetQoS, Inc. |
512-334-3725

________________________________

From: Warnke, Larisa [mailto:lwarnke at carlson.com]
Sent: Tuesday, January 17, 2006 2:35 PM
To: Wilson, Russell
Subject: Re: [IxDA Discuss] Call Center Application Research

Thanks so much,
For starters, what are your thoughts on scrolling? Is it horribly
in-efficient for a call center app?

Is using a pop up more acceptable to these users than maybe a general
audience?

When laying out forms is multiple columns more useful because they have
a learnable environment? Or should they be single columns they can tab
through easily?

Your thoughts are appreciated, my world is usually functional site
design/IA/research, so anything you think of that differs from that is
awesome. Thanks so much!
-Larisa

Larisa Warnke | Sr. User Experience Architect | Carlson Marketing
Group | p. 763.212.6158 | c. 612.201.8877 | AIM: larisalw | YM:
larisa_warnke

________________________________

From: "Wilson, Russell" <Russell.Wilson at netqos.com>
Date: Tue, 17 Jan 2006 13:57:57 -0600
To: "Warnke, Larisa" <lwarnke at carlson.com>
Conversation: [IxDA Discuss] Call Center Application Research
Subject: RE: [IxDA Discuss] Call Center Application Research

Larisa,

I designed and co-developed 4 call center applications,
but unfortunately I don't have access to any readily available
documentation on them. I can answer questions though... :-)

Russ

------------------------------------
NetQoS, Inc.
Russell Wilson
Director of Product Design
russell.wilson at netqos.com
5001 Plaza on the Lake
Austin, TX 78746
tel: 512-334-3725
mobile: 512-422-4155
------------------------------------

-----Original Message-----
From: discuss-bounces at lists.interactiondesigners.com
[mailto:discuss-bounces at lists.interactiondesigners.com] On Behalf Of
Warnke, Larisa
Sent: Tuesday, January 17, 2006 1:32 PM
To: discuss at ixda.org
Subject: [IxDA Discuss] Call Center Application Research

[Please voluntarily trim replies to include only relevant quoted
material.]

I am about to embark on several call center application projects.

In most cases I have the ability to do research and interviews on legacy
applications and their reps. I am look for existing information on these
types of application re-designs. Case studies, white papers, user
research, best practices...I'm not finding a lot on my own.

Any input will be appreciated...Thank you

Larisa Warnke | Sr. User Experience Architect | Carlson Marketing
Group | p. 763.212.6158 | c. 612.201.8877 | AIM: larisalw | YM:
larisa_warnke

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