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What is it?

In this UX study, we will conduct 1:1 session with Supervisors and/or Managers of Live Chat Agent Teams. We would like to capture feedback on concepts for a dashboard design as well as to capture information about how agents and team are monitored today, and what their needs and wishes are for a dashboard. Sessions will be conducted remotely using Zoom or Skype

 

The goal is to capture information that will help to ensure that the live dashboard will be truly useful and usable for Supervisors and Managers of Live Chat Agent Team.

 

 

When is it?

Monday , March 16th – Friday, April 17th, 60 minutes between 7:00 AM – 5:00 PM CDT

(or any time after 13:00 GMT)

 

 

Who Qualifies?

 

We are looking for team Supervisors and/or team Managers of Live Chat Agents.

 

You qualify for this study if you are responsible for one  or both of these following tasks in your rob role:

 

  • Monitor/support activities and performances of one or more group of Live Chat Agents
  • Evaluate and monitor Live Chat Service Desk metrics across support groups and shifts

  

What you need for the 1:1 session?

 

You have 60-min to join the session via Zoom or Skype meeting.

 

Interested?

 

Next steps: Email Launa Nguyen at Launa_Nguyen@bmc.com with one of the following email subject lines base on the persona you will would like to present:

 

“Live Chat UX Study – Supervisor”

“Live Chat UX Study – Manager”