Designing call center applications, what to consider.

Posted by Espen Schulstad on Programmers See other posts from Programmers or by Espen Schulstad
Published on 2011-03-13T11:43:28Z Indexed on 2011/03/13 16:16 UTC
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Filed under:

Performance

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language-agnostic

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architecture

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user-interface

We have customers calling in to place orders. What sort of considerations should I make when building a call center application. Speed is a factor here. We had a powerbuilder application that was extremly fast for a trained user. We want to have the same sort of speed in our new production system.

So some thoughts I've made are:

Hotkeys are important.
Is it faster to use a "wizard", step by step, or should I try to place everything important about the order logically on one sceen and have another screen where you do all searches, pertinent for that order?

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