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

[November 14, 2012]

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

CHICAGO, Nov 14, 2012 (GlobeNewswire via COMTEX) -- 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 http://www.usercentric.com/webinars/usability-in-the-contact-center.

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 http://www.usercentric.com/webinars.

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.com or follow GfK on Twitter: https://twitter.com/GfK_en This news release was distributed by GlobeNewswire, www.globenewswire.com SOURCE: GfK User Centric CONTACT: Pamela Stoffregen-Gay Phone: (630) 320-3922

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