Usability of Call Center Applications

Improving Call Center Efficiency and Lowering Costs

Successful inbound call center operations are typically measured on response times and overall efficiencies in call processing. Today, multimedia contact centers must also manage inbound requests via e-mail, the web and instant messaging. To respond efficiently to this demand, call center technologies, networks and tools must be easy to use and manage.

Through our experience designing a highly positive user interaction experience into some of the world's largest call centers and network management solutions, we understand what is required to improve call center workflow efficiencies from the perspective of agents and managers. Our work includes user interaction research and UI design for tools that:

Clients benefit from our direct experience with call center agents and managers, through which we research and test their use of these tools. We also understand call center business goals - such as improving response times and customer satisfaction - and we combine these experiences to achieve:

For more information about how you can engage with us on your current or planned product, please e-mail design@macadamian.com, or call us at +1 (416) 214-2854 Toronto office or +1 (613) 820-2179 Ottawa office.

Our Telecom Expertise

Selected Telecom Clients