CHICAGO, May 24, 2012 (GLOBE NEWSWIRE) -- Contact centers are the lifeblood of many companies. The best contact center agents can turn an angry customer into a passionate fan, but the worst can turn even a loyal customer into a vocal critic. While much time and cost are committed to constantly improving contact center technology, too little attention is paid to the quality of each contact center agent's user experience with that software.
For contact center executives who want to understand the impact of their agents' experiences, User Centric (http://www.usercentric.com) is hosting a May 30 call center user experience webinar, titled "For a Better Agent Experience in Contact Centers, Press 1 Now."
"The interaction of agents and their contact center technology is the least appreciated part of call center implementations," said User Centric's Michael Murphy, who will be leading the webinar. "And although technology is often seen as the solution to the problem of improving agent efficiency, the real cost is the human capital. Spending the time and energy to improve the tools the agents work with often has a far higher, and much shorter term, return on investment. "
User Centric Directors Mike Murphy and Rick Omanson, PhD will offer a fast-paced and illustrated tour of research-based user interface designs for common user experience challenges in contact center agent applications. The contact center agent experience webinar will address typical challenges, telltale symptoms and mockups of design ideas for each, as well as benefits, drawbacks, and important considerations when delivering a user interface design.
As they present these User Centric insights, they will also describe research techniques to understand the agent experience, such as:
- Discover what's working well today, what's not, and why.
- Design a "best case" user interface that minimizes errors, inefficiency, and frustration.
- Validate and fine-tune the design to ensure that it will have the desired effect.
- Implement the design through a prioritized approach, providing interim improvements that cumulatively lead to the full agent desktop vision.
This user experience webinar is part of the series, "We Believe Experiences Matter," which began February 2, 2012 and consists of 16 presentations throughout the year. A variety of user experience topics are being covered, ranging from eye tracking to global user research. Space is still available and can be reserved by visiting User Centric's user experience webinars page.
User Centric, Inc. 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. To view the entire "We Believe Experiences Matter" free webinar series, visit our webinars page.
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