UXCamG
commented
3 weeks ago Veterans: Survey draft
Open UXCamG opened 3 weeks ago
UXCamG
commented
3 weeks ago Veterans: Survey draft
UXCamG
commented
3 weeks ago
Conducting a twofold survey to determine if screen sharing will be a beneficial tool for assisting veterans and contact center agents is a crucial step for several reasons:
[ ] Assessing Needs and Preferences
Understanding Veterans' Needs: A survey can help identify the specific needs and preferences of veterans regarding support services. This is crucial to ensure that screen sharing is a solution that aligns with their expectations and comfort levels (McKinsey & Company) (McKinsey & Company).
Gathering Agent Feedback: Contact center agents can provide insights into their daily challenges and how screensharing might help them perform their tasks more efficiently. Their feedback can highlight practical benefits and potential hurdles (McKinsey & Company).
[ ] Evaluating Technical Readiness and Accessibility
Technical Feasibility: Surveys can reveal the technical capabilities of both veterans and agents, such as internet connectivity and device compatibility. This information is vital to ensure that the necessary infrastructure is in place for effective screensharing (McKinsey & Company) (McKinsey & Company).
Accessibility Concerns: Understanding the accessibility challenges faced by veterans, especially those with disabilities, can help tailor the screensharing solution to be more inclusive and user-friendly (McKinsey & Company).
[ ] Measuring Potential Impact on Service Quality
Customer Satisfaction: Surveys can gauge how veterans currently feel about the support they receive and whether they believe screensharing could enhance their experience. High potential satisfaction levels can justify the investment in this technology (Track the U.S. government's goals) (McKinsey & Company).
Efficiency Improvements: By understanding the specific types of issues veterans face, the survey can help determine if screensharing can reduce resolution times and improve first-call resolution rates, thereby increasing overall efficiency (McKinsey & Company) (McKinsey & Company).
[ ] Identifying Risks and Barriers
Privacy and Security Concerns: Privacy is a significant concern, especially in screensharing scenarios. A survey can identify veterans' comfort levels with sharing their screens and any security concerns they might have, allowing the agency to address these proactively (Track the U.S. government's goals) (McKinsey & Company).
Resistance to Change: Both veterans and agents might resist adopting new technology. A survey can help identify the extent of this resistance and the reasons behind it, enabling the development of targeted training and communication strategies to facilitate smoother adoption (McKinsey & Company) (McKinsey & Company).
[ ] Informing Strategic Decision-Making
Data-Driven Decisions: Collecting and analyzing survey data allows the veteran support team to make informed decisions based on actual needs and preferences rather than assumptions. This can increase the likelihood of successful implementation and adoption of screensharing technology (McKinsey & Company) (Track the U.S. government's goals).
Cost-Benefit Analysis: Understanding the perceived benefits and potential drawbacks from the perspectives of both veterans and agents can help in conducting a cost-benefit analysis, ensuring that resources are allocated effectively and the expected return on investment is achieved (McKinsey & Company) (McKinsey & Company).
Conclusion By conducting a survey, the veteran support team can gather critical insights into the needs, preferences, and potential challenges associated with implementing screensharing. This data-driven approach will help ensure that any decision made is well-informed, aligns with the actual needs of veterans and agents, and ultimately enhances the quality of service provided.