Audio Podcast: System Not Easy To Use?
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I have lost count of the times agents/reps have said to me that the systems designed by the IT dept. are not user friendly. One of the best ways to illustrate this to the IT dept is to have them periodically sit by some agents and watch how they use the system and the problems they encounter. This way the IT team can get first hand experience of the issues and can make appropriate changes to improve productivity, service and agent satisfaction.
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