Dynamic versus static menus: an exploratory comparison
ACM SIGCHI Bulletin
Errors in computerized office work: differences between novice and expert users
ACM SIGCHI Bulletin
An intelligent interface architecture for adaptive interaction
Intelligent user interfaces
Adaptively supported adaptability
International Journal of Human-Computer Studies
User modeling in adaptive interfaces
UM '99 Proceedings of the seventh international conference on User modeling
Usability Engineering
Users Modeling for Adaptive Call Centers
AH '02 Proceedings of the Second International Conference on Adaptive Hypermedia and Adaptive Web-Based Systems
Understanding and enhancing call centre computer-
CHI '03 Extended Abstracts on Human Factors in Computing Systems
Adaptive interfaces and agents
The human-computer interaction handbook
Promoting universal usability with multi-layer interface design
CUU '03 Proceedings of the 2003 conference on Universal usability
Evaluating collaborative filtering recommender systems
ACM Transactions on Information Systems (TOIS)
Towards the Framework of Adaptive User Interfaces for eHealth
CBMS '05 Proceedings of the 18th IEEE Symposium on Computer-Based Medical Systems
The Essential Guide to User Interface Design: An Introduction to GUI Design Principles and Techniques
Dynamic detection of novice vs. skilled use without a task model
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Evaluating Quality in Model-Driven Engineering
MISE '07 Proceedings of the International Workshop on Modeling in Software Engineering
Knowledge and Information Systems
Current Trends in Adaptive User Interfaces: Challenges and Applications
CERMA '07 Proceedings of the Electronics, Robotics and Automotive Mechanics Conference
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
An empirical evaluation of some articulatory and cognitive aspects of marking menus
Human-Computer Interaction
Software Engineering: A Practitioner's Approach
Software Engineering: A Practitioner's Approach
Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics
Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics
| Hi-index | 0.00 |
User expertise and skill affects the way users interact with software. It is envisaged that an adaptive user interface (AUI) which dynamically changes from a novice user interface (UI) to an expert UI could possibly improve users' performance. Contact centres (CCs), are the primary interaction point between a company and its customers and an important challenge is to increase the speed at which contact centre agents (CCAs) retrieve information to answer customer queries. CCAs however have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. As a result, software systems have to become more individualised and cater for different users. This research focuses on applying this concept of AUIs to the domain of CCs and investigates whether an AUI for CCAs could improve the CCA's performance and enhance their interaction with UI. The main aim of this research study was to propose a model for AUIs which could be applied to the domain of CCs. The implementation of the proposed model was completed as proof of concept and the model was evaluated. The results indicate that the proposed AUI model significantly improves CCAs' performance and most users were satisfied with the adaptation provided by the model.