What is a Graphical User Interface (GUI)?

A graphical user interface (GUI) refers to the way users interact with computers, cell phones and other digital devices. A GUI is characterized by icons, windows, menus and other objects on the screen that make applications easy to navigate with the click of a mouse, the touch of a finger, or a keyboard shortcut. The proliferation of graphical user interfaces has made technology accessible even to people with very limited computer skills.

A well-designed GUI can have a positive impact on the customer experience. Consumers are increasingly turning to self-service channels, such as company websites and apps, to get their issues resolved and their questions answered. Graphical user interfaces for these self-service methods need to be intuitive and well tested with end users. Another place a good GUI can make a difference is in the contact center. When agent-facing tools have well designed GUIs, it can reduce training time and make it easier for agents to assist customers. The importance of graphical user interfaces shouldn't be overlooked as a tool to improve both customer and employee satisfaction.