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8. How to Design User Experience with ALL Users in Mind
Manage episode 428327938 series 3570623
Вміст надано Voca by AudioCodes. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Voca by AudioCodes або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
In this episode, Josh Chronister joins Jon Zoltie to discuss designing great user experiences for contact center agents, supervisors, and customers. They cover topics like IVR design, agent and supervisor interfaces, omni-channel capabilities, and how enhancing internal experiences ultimately improves customer satisfaction.
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Best Moments:
(02:43) Importance of involving agents in IVR design since they best understand customer pain points
(08:43) Key elements of good agent interfaces: simplicity and choice
(13:30) Giving supervisors self-service capabilities to update things like hours and routing frees up IT staff for other priorities
(25:55) Omni-channel consistency and flexibility are crucial for contact center agent experience
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Get Started with Voca CIC:
👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup
👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
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