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You are not the user : 4 tips to elicit better requirements

I recently had the chance to spend half a day with some customer service representatives (CSR) in one of my organization’s call centers, in order to get a better grip on their work and to see how they interact with the multiple systems available to them to better serve our customers. I didn’t answer any customer call (God bless them!), but I sat next to my assigned CSR with my headset...

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Eric Provost

Making sense out of chaos as a BA & UX specialist

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