Understanding and enhancing call centre computer-

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. Keywords CHHI, Human-human communication, CSCW, telecommunication, auditory feedback

• Type: Conference
• Year: 2003
• Where: CHI
• Authors: Anette Steel
• Keywords: Auditory Feedback, CHI 2003, Human Computer Interaction, Human-human Communication, Paper Proposes Areas