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This note gives examples of how a usability engineering process has been successfully applied in one contact center, while summarizing its financial benefits and five key phases. Core topics include the following:

• The impact of usability on important contact center performance issues, including call handle time, cross-sell rates, agent stress, agent training, and customer satisfaction.
• The five phases of the usability engineering process: business objectives, user research, user requirements, user interface design, and usability evaluation.
• Three implementation recommendations oriented to three different types of development organizations.

Usability engineering can be used to enhance agent-facing software in order to improve contact center productivity.

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