Erin, I've worked with call centers for a long time. You've probably thought of at least some of these, and some seem simplistic and obvious, but here are questions I find helpful.
For groups 1, 2, and 3 - Why do people call/email/chat with/come see you? - What are they usually trying to do? - What steps work and which seem problematic? - What frustrates them? - What frustrates you (the agent)? - How else can people do what they ask you to do for them? - How would they know about that? - Why don't they use other methods? - Where are they when they contact you? - Do you use scripts? If so, are they in line with other channels (web, IVR, collateral, etc.)? - How do you keep and access knowledge? For 4 and 5, I would ask similar questions, though with a management focus. And ask them separately from the other groups to avoid even subtle influence. Doing so will usually raise some interesting conflicts that can be further explored. That's not everything, but I hope it helps! Good luck, Phillip http://www.design-outloud.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=43265 ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... disc...@ixda.org Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
