Kate Legget at Forrester wrote a blog recently about how customer service and support solution initiatives can die from a poor user interface. The customer support representatives don’t want to use it, nobody else wants to use it, and the project comes to a shuddering halt.
I would like to ask all of you to leave a comment telling us about any experience you have had with something of this nature. I am very interested in what made the user interface hard to use, what you disliked most about it, and what happened to that software…are you still using it? Is it gathering dust? What replaced it?
Thanks. I hope we have a lively discussion with some interesting problems.