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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