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Whose profession is it anyway?

XII.3 May + June 2005
Page: 38
Digital Citation

Engineering the user experience


Authors:
Paul Sherman, Whitney Quesenbery

Somewhere in the world, a customer service representative is on the phone with a customer. The customer has an easy problem; at least it seems easy to him. Unfortunately, it's not so easy for the rep. She has to negotiate three different applications—one for entering the caller's issue, another for searching the product's support knowledge base, and still another for making call notes—all while responding quickly and attentively to the customer's issue. She starts to fall behind, so she does what the reps have been taught to do: She puts the customer on hold while she struggles through the…




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