Robert Schumacher, managing Director of User Centric, has published a long article in the Financial Post of Canada on the user-centred design challenge of call centres.
“As the scale of contact centre operations increases, it is becoming a primary area of focus and opportunity for the field of user-centred design. [...]
This domain has an inherent complexity that should not be underestimated. Designing user interfaces for contact centres is a balancing act that involves the ability to weigh multiple considerations, issues, and pressures. Usability professionals must be aware of some vital factors before they can design interfaces that are suited to the tasks of a contact centre end user.”