Graham Technology Launches Usability Service for Contact Centres
Software services and solutions firm, Graham Technology is delighted to announce the creation of a Usability Team to assess and identify usability issues and problems that impact on a company's efficiency and effectiveness.
Headed by Dr Nick Bradley, the new unit is working with customers, to ensure that their products and systems are easier to learn and to use.
The focus for the team is on usability across the whole process of a contact centre, as well as on the screens, to help companies achieve exceptional customer service.
Graham Technology customers, such as ScottishPower, Severn Trent Water and Eskom have already been experiencing substantial benefits from GT-X. The solutions that have been delivered have led to reductions in training costs and call handling times, as well as increases in efficiency.
The Usability Team's focus is to ensure that our products and tools are designed to continue to meet user requirements. Dr Bradley says this will maximise efficiency, effectiveness and end-user experience and acceptance.
He explained: " Often contact centre users are inhibited by inflexible, confusing and counterproductive User Interfaces, or screens. This can lead to low productivity and high training costs. Staff turnover increases due to employee dissatisfaction, and when error rates rise, customers may get frustrated and move to a competitor."
He added: " Graham Technology's usability team is able to use different techniques to address these issues from the start. Whether it's a brand-new product that's being designed or an existing system that's being updated or maintained - we can assess and identify usability issues and problems that impact on a company's efficiency and effectiveness. Benefits of usability work extend not just to the user of a system but also to the company as a whole."
Usability Team. Back row, from left to right: Katie Wilkie, Adrian Williamson, Dr Nick Bradley, Dr Iain McKay, Gordon Menzies. Front row, from left to right: Lynne Anderson, Lisa Goodwin.
Learn more about Graham Technology's usability services
For further information contact Rachel.Tait@grahamtechnology.com or +44 (0)141 533 4000