Despite the unlimited resources online when it comes to customer support, people still prefer to call and have a live agent help them with their concerns.
Agents use call center software to communicate with and support customers who call in. However, there are times when agents struggle to provide optimal service due to the poor UX of the software they use.
This week's article is all about people who had difficulty using their call center tool due to poor UX. It caused major frustration for the callers and the agents, who are regular users of the software.
Alex was a newly hired call center agent. 👨💻
He was immediately overwhelmed 😩😩
by the volume of calls ☎️ he began receiving on his first day on the production floor.
Worse, the call center software that the company provided him
...was also causing him problems! 😓
He was dealing with a cluttered screen on his computer 💻,
as well as too many notifications and alerts ⚠️, all while taking customer calls.
At the end of his shift, Alex found himself exhausted 😓 and demotivated.
This would never have happened if the call center software Alex was using had a good UX.
👩 Karen worked in a call center.
She received a call ☎️ one day from an irate customer who had called three times already.
Karen, being the 4th person to answer her call, got the worst treatment from the customer. 😓
She then asked the caller what the problem was and how she could help.
The caller was already yelling 🗣️ and asking why she needed to explain her issue to Karen again!
If only Karen's call center software could log calls 📞 and surface previous interactions,
the caller would be less frustrated 👍 and Karen would be able to provide more effective support.
It all comes down to the software's UX.
This week, the poll that we conducted is about Hubspot and how friendly it is as a Call Center Software. Here is the result of the poll...
Link to the poll: click here
The majority of respondents believed HubSpot's system could still be improved. A better UX can make a significant difference in the overall UX journey of the users.
Developers and providers of Call Center Software must have a good understanding of the importance of a good UX for their users, especially since they deal with these phone transactions on a daily basis—and this is what this article aims to achieve.
If you have any questions or need help with your software, please use the link below to request a UX audit: