I recently published another article in Smashing Magazine. This one is titled Idiots, Drama Queens, and Scammers - Improving the Customer Experience with UX.
Here's an excerpt:
User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline.
For example, your customer service department can have a huge impact on your website’s overall user experience. Similarly, the design of your user experience could have an awfully big effect on your customer service department. Of course, not all of your users will interact with the customer service department, but for those who do, their experience can improve or destroy the customer relationship.
Read more now >