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Last year, I was working on a UX redesign for a complex contact centre system. The biggest challenge was to make it simple and understandable without the need of big onboardings for users with lower computer knowledge, while there should still be an immediate access to a remarkable amount of functions & actions within multitasking (operations such as managing/forwarding calls, messages, emails and other channels processed both in inbound and outbound campaigns, while operating the background of the external CRM integrations).
If the design looks too simple for all of the mentioned, it’s a good sign for me :)
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