Thunderwire: a field study of an audio-only media space
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Machinery in the new factories: interaction and technology in a bank's telephone call centre
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
The use of auditory feecback in call centre CHHI
CHI '02 Extended Abstracts on Human Factors in Computing Systems
Models towards a hybrid conversational agent for contact centres
Proceedings of the 2008 annual research conference of the South African Institute of Computer Scientists and Information Technologists on IT research in developing countries: riding the wave of technology
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
Computers in Human Behavior
The evaluation of an adaptive user interface model
SAICSIT '10 Proceedings of the 2010 Annual Research Conference of the South African Institute of Computer Scientists and Information Technologists
Hi-index | 0.00 |
There are many interactions that take place at a call centre; between the customer and agent, the agent and computer, and indirectly between the customer and computer. This paper proposes areas of research, eg auditory feedback and human-human communication, which could provide insight and possible improvement to the interaction. The paper also describes studies that have been carried out, as well as studies that are being planned.