User Centric Contributes to Forrester Call Center Research

User Centric, Inc., a Chicago-based usability firm known for game-changing approaches that heighten the user experience in contact center operations, has contributed to Forrester Research, Inc.’s latest report, “Reinvent Your Call Center Culture to Create Amazing Customer Experiences.”

Forrester, an independent research company, consulted User Centric Managing Directors Robert Schumacher, Ph.D. and Gavin Lew for their expertise on the latest in call center applications and best practices. As a leader in contact center usability, User Centric employs state-of-the-art user research methods, expert observations and pragmatic design skills to devise practical solutions and meet business objectives. Forrester’s research confronts the opportunity businesses have to drastically improve the customer experience through their own call center culture.

“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,” Schumacher said. “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. User Centric helps design the tools necessary to achieve those business goals and help service agents to be more productive.”

Schumacher has more than 20 years experience in corporate and academic environments and spent several years researching, designing, and testing enterprise applications for dozens of contact centers including several Fortune 50 companies.

For more information on how to design a contact center with the user in mind read “User Experience in the Contact Center," User Centric’s complimentary white paper that shares insights and presents proven tactics for creating optimized call center systems.