User Experience in the Contact Center by User Centric, Inc (US)

User experience can have a profound impact on how agents perform with contact center systems. User Centric, Inc. (US) released a white paper presenting successful techniques for creating optimal contact center user interfaces. Enhancing human performance with a more usable call center user interface can greatly influence the bottom line by enabling better staff utilization, reducing handle times, decreasing errors, and increasing sales offers. For instance, some things as simple as typography, such as the use of ALL CAPS, slows down users’ reading times by 12%, increases error rates, and takes important time away from serving customers.

This white paper will help readers to understand:

Unique design considerations for the contact center environment.
How to research the items that are in most need of change.
What makes designing for contact centers different from user-centered design process.
The ramifications of design changes within this particular domain.

Read the white paper or visit the UXalliance website.

The Affective Evaluation For Grip In Camcorders by ThinkUser (South Korea)

Camcorders are used for a relatively long time compared with other devices such as remote-controls or power tools.

In addition, the issue of stability when holding it during operation is critical for obtaining high quality video recordings, which is the ultimate goal of the users.

Changyoung Oh, Director at ThinkUser (South Korea) examined the factors affecting grips and what is necessary to provide useful guidelines for the design and production of camcorders.

Read the full paper or visit the UXalliance website.

Usability Effects Nature by Mercedes Sanchez Usabilidade (Brazil)

What happens when 30-40% of attempts to buy online fail because websites are too complicated to use? In many cases, the consumer abandons the virtual shopping experience and heads to the store.

But, what in the world does this have to do with nature? When a company substitutes an online for paper, it not only saves money from buying paper, but reduces the ecological footprint of production (forest conservation, energy and water consumption, transport, etc).

If websites were easy to use, much more people would do operations online in their homes or offices saving many trips. Read the full paper by Mercedes Sanchez Usabilidade or visit the UXalliance website.