Paper Info
Title
Call browser: a system to improve the caller experience by analyzing live calls end-to-end
Abstract
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.
Year
DOI
Venue
2009
10.1145/1518701.1518899
CHI
Keywords
DocType
Citations 
caller experience,lab user study,live end-to-end call,call browser,user experience,usability practitioner,call-center analyst,usability issue,call center automation,live calls end-to-end,speech recognition,focus group
Conference
1
PageRank 
References 
Authors
0.34
8
2
Name
Order
Citations
PageRank
Bernhard Suhm139239.62
Pat Peterson2202.93