GfK User Centric to Help Practitioners Rethink the Status Quo in Contact Centers

GfK User Centric to Help Practitioners Rethink the Status Quo in Contact

Webinar Will Focus on "Usability in the Contact Center," Highlighting Best
Practices From User Research

CHICAGO, Nov. 14, 2012 (GLOBE NEWSWIRE) -- Client-focused organizations cannot
run without effective tools; yet, many contact centers provide their
representatives with inefficient software and inadequate information. As the
largest global user experience research and design firm, GfK User Centric uses
scientific research to help contact centers design and provide representatives
tools to impart a positive impression of the organization to the customer and
increase revenues through benefit selling.

"In contact centers, the adage that 'time is money' is particularly true,"
said Robert Schumacher, executive vice president of GfK User Centric. "The
highest cost in any call center is human capital – the salary expense of reps
and staff. But, call efficiency depends on the user interface, which must be
designed and thought about carefully using key principles."

Schumacher will outline how contact centers can measure and improve long-term
user performance, best practices in designing contact center user interfaces,
and key considerations when launching new contact center applications.

The free webinar will take place on Thursday, November 15, at 12 p.m. CST.
Interested professionals can register at

The webinar series will continue on December 4 with a discussion on the power
and limitations of software dashboards. For a full schedule of upcoming
webinars and access to on-demand recordings of previous webinars, visit

About GfK User Centric

Acquired by GfK in 2012, GfK User Centric is a global user experience research
and design firm with a long history of improving user experiences. Services
include user research, user interface design consulting, information
architecture, usability testing, user interface evaluations, eye tracking,
service design, personas, and ethnography.

About GfK

GfK is one of the world's largest research companies, with more than 11,500
experts working to discover new insights into the way people live, think and
shop, in over 100 markets, every day. GfK is constantly innovating and using
the latest technologies and the smartest methodologies to give its clients the
clearest understanding of the most important people in the world: their
customers. In 2011,GfK's sales amounted to EUR 1.37 billion.

To find out more, visit www.gfk.comor follow GfK on Twitter:

CONTACT: Pamela Stoffregen-Gay
         Phone: (630) 320-3922
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