The design of phone-based interfaces for consumers
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A comparative study of speech in the call center: natural language call routing vs. touch-tone menus
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Usability Engineering
PARADISE: a framework for evaluating spoken dialogue agents
ACL '98 Proceedings of the 35th Annual Meeting of the Association for Computational Linguistics and Eighth Conference of the European Chapter of the Association for Computational Linguistics
Web Analytics: An Hour a Day
A study of out-of-turn interaction in menu-based, IVR, voicemail systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Practical guide to controlled experiments on the web: listen to your customers not to the hippo
Proceedings of the 13th ACM SIGKDD international conference on Knowledge discovery and data mining
Impact of English regional accents on user acceptance of voice user interfaces
Proceedings of the 5th Nordic conference on Human-computer interaction: building bridges
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This paper describes a system that empowers practitioners to substantially improve the user experience with call center automation and agents. Unlike other approaches we analyze the caller experience in live calls end-to-end, from dialing to hangup. A web-based solution, the Call Browser provides access to hundreds or thousands of live end-to-end calls, and empowers usability practitioners and call-center analysts to systematically and efficiently evaluate the caller experience and identify usability issues. Case studies from our consulting practice illustrate how this approach reveals issues that remain hidden to traditional methods, such as log analyses, lab user studies, focus groups, and design guidelines.