Saturday, July 15, 2006

Term Trail 2.0

Saw a post over at TechCrunch about a coming-soon service called ClickTale that actually records movies of a user's behavior on your website and analyzes the data, allowing you to redesign and tweak based on actual visuals rather than just raw statistics of click totals and time spent.

Besides the great usability aspects, seems it would have great applications as a "Term Trail 2.0" in call center software. Hear about a bad call, and incorrect order, or any other type of mistake, then just pull the video of the session from the archive to get the real story and decide if it's best fixed by software changes, training, or a bit of both.

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