I have a Call Center Use Case for Customer Service Reps helping customers troubleshoot mechanical issues.
Currently the agents are viewing a paper workflow. A huge benefit is that this allows the agent to 'skip ahead' of the flow based on the customer's response.
Agents also go through the flow many times a day with each call.
Questions:
What would be the recommended UI for this use case (allow agent to skip ahead, don't make agents go through lots of linear screens)?
Is it possible to present multiple questions (radio button answers) on one screen that expand dynamically based on Customer Service Rep's input so the agent can quickly remap if the customer's answer dictates?
I have a Call Center Use Case for Customer Service Reps helping customers troubleshoot mechanical issues.
Currently the agents are viewing a paper workflow. A huge benefit is that this allows the agent to 'skip ahead' of the flow based on the customer's response.
Agents also go through the flow many times a day with each call.
Questions:
What would be the recommended UI for this use case (allow agent to skip ahead, don't make agents go through lots of linear screens)?
Is it possible to present multiple questions (radio button answers) on one screen that expand dynamically based on Customer Service Rep's input so the agent can quickly remap if the customer's answer dictates?
