Abstract
The demands for interface design for a time pressured and volatile environment such as a contact centre are not purely around usability and efficiency. Customer Service Representatives require interfaces that provide them with knowledge about the customer, products and services and company procedures in a way that is fast, easy to digest and easy to use. However, usability and efficiency have proved to be insufficient for such tools to be used in an operational environment. This study shows how the redesign of a knowledge system for a contact centre using designs inspired by computer games can be used to address issues of usage and acceptance. Two new designs were produced; one for use whilst online with the customer, emphasising the need for efficiency, speed and usability of knowledge access and another for use whilst offline which was more about having fun, knowledge sharing, personalisation and exploring the knowledge space.
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Millard, N.J., Buckley, P.K., Skinner, F., Venousiou, R. (2004). A Home Page Is Where the Heart Is: Using Games Based Design Techniques to Enhance Contact Centre Interfaces. In: Rauterberg, M. (eds) Entertainment Computing – ICEC 2004. ICEC 2004. Lecture Notes in Computer Science, vol 3166. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-28643-1_50
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DOI: https://doi.org/10.1007/978-3-540-28643-1_50
Publisher Name: Springer, Berlin, Heidelberg
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