How may I help you?: an ethnographic view of contact-center HCI
How may I help you?: an ethnographic view of contact-center HCI
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我能为您提供什么帮助？：联络中心人机交互的人种学视角
DOI：
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发表时间：
2008
期刊：
影响因子：
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通讯作者：
Howard Kiewe
中科院分区：
文献类型：
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作者：
Howard Kiewe
本研究采用应用人种志研究方法，探讨呼叫中心文化背景下呼叫中心座席与面向座席的软件之间的人机交互（HCI）。在两个联络中心完成了20个半结构化的访谈，以及非参与者的观察，其中一个遵循以用户为中心的设计（UCD）软件开发过程，另一个则没有。非ucd中心的代理生产力和满意度受到任务-UI集成不良、文本标签模糊和UI标准化不足的阻碍。agent需要多个应用程序来完成一个任务，这导致了较长的任务时间和认知压力。相比之下，UCD中心使用统一的用户界面，减少了任务时间和认知压力。据报道，在这两个中心，工作流程有时会有压力；然而，两家公司的管理层都采用了高度参与的工作流程，减轻了这种压力。考虑了可能的高介入UI设计的含义，并讨论了应用人种学研究的策略。
This study used an applied ethnographic research method to investigate human-computer interaction (HCI) between call center agents and agent-facing software in the context of contact-center culture. Twenty semi-structured interviews were completed, along with non-participant observation at two contact centers, one that followed a user-centered design (UCD) process for software development and another that did not. Agent productivity and satisfaction at the non-UCD center were hampered by poor task-UI integration, ambiguous text labels, and inadequate UI standardization. Agents required multiple applications to complete a single task, leading to long task times and cognitive strain. In contrast, the UCD center used a unified UI that reduced task times and decreased cognitive strain. In both centers, the workflow was reported to be stressful at times; however, management at both companies employed high involvement work processes that mitigated this stress. Implications for possible high-involvement UI design are considered and a strategy for applied ethnographic research is discussed.