Outbound Call Center Featured Article

Forrester Call Center Research Includes User Centric's Input

By Calvin Azuri
TMCnet Contributor

User Centric is well known for its game-changing approaches that take user experiences to a whole new level in contact center operations. The company which is based in Chicago has contributed to Forrester (News - Alert) Research’s latest report, “Reinvent Your Call Center Culture to Create Amazing Customer Experiences.”

User Centric’s Managing Directors Robert Schumacher, Ph.D. and Gavin Lew were contacted by Forrester Research (News - Alert) because of their expertise on the latest in call center applications and best practices which were used in the report.

State-of-the-art user research methods have been used by User Centric. As a top company in contact center usability, User Centric devises practical solutions by employing expert observations and pragmatic design skills. The company is therefore able to meet its business objectives. Through their own call centers, businesses can drastically improve their customer experiences.

In a release, Robert Schumacher said, “User Centric’s background in human behavior sets us apart. We understand that contact center applications are not designed with the challenges of the user in mind. In many cases, the root cause of an issue might not be immediately evident. You may have specific business goals, but be unsure of how you can achieve them in the user interface of agent tools.”

According to Schumacher, the design of tools necessary to achieve those business goals is aided by User Centric. The company also helps the service agents to be more productive.

With more than 20 years of experience in corporate and academic environments, Schumacher has also spent several years in researching, designing and testing of enterprise applications. These applications have been used by dozens of contact centers including several Fortune 50 companies.

User Centric’s complimentary white paper, “User Experience in the Contact Center" provides more information on the way to design a contact center keeping the user in mind. Insights and proven tactics for creating optimized call center systems are also shared by the white paper. The white paper is available at the company’s website.