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Extracting "broken expectations" from call center records: why and how

Published: 05 April 2008 Publication History

Abstract

Currently, despite the explicit industrial consideration to improve the appeal and usability of technically sound electronics products, users increasingly seem to have dissatisfactory experiences in interacting with them. These unforeseen experiences (attributable to specifications omissions, usability/learnability problems, or specific usage context) lead to a large and increasing share of unknown field complaints. To correct and prevent such complaints or user reports, we promote effective exploitation of call centers: Valuable usage data is retrievable from the field by adopting a user-centered failure classification model that we developed. We also report on the supporting results of a test from applying our model to a set of call center data.

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  • (2022)Ill-fated interactions: modeling complaints on a food waste fighting platform2022 IEEE International Conference on Big Data (Big Data)10.1109/BigData55660.2022.10020517(4105-4109)Online publication date: 17-Dec-2022
  • (2021)“Please Connect Me to a Specialist”: Scrutinising ‘Recipient Design’ in Interaction with an Artificial Conversational AgentHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85610-6_10(155-176)Online publication date: 30-Aug-2021
  • (2009)'Broken Expectations' from a global business perspectiveCHI '09 Extended Abstracts on Human Factors in Computing Systems10.1145/1520340.1520651(4267-4272)Online publication date: 4-Apr-2009
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  1. Extracting "broken expectations" from call center records: why and how

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    cover image ACM Conferences
    CHI EA '08: CHI '08 Extended Abstracts on Human Factors in Computing Systems
    April 2008
    2035 pages
    ISBN:9781605580128
    DOI:10.1145/1358628
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    Published: 05 April 2008

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    1. business value of usability
    2. soft reliability
    3. usage-failure classification

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    View all
    • (2022)Ill-fated interactions: modeling complaints on a food waste fighting platform2022 IEEE International Conference on Big Data (Big Data)10.1109/BigData55660.2022.10020517(4105-4109)Online publication date: 17-Dec-2022
    • (2021)“Please Connect Me to a Specialist”: Scrutinising ‘Recipient Design’ in Interaction with an Artificial Conversational AgentHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85610-6_10(155-176)Online publication date: 30-Aug-2021
    • (2009)'Broken Expectations' from a global business perspectiveCHI '09 Extended Abstracts on Human Factors in Computing Systems10.1145/1520340.1520651(4267-4272)Online publication date: 4-Apr-2009
    • (2008)Grasping product pragmaticsProceedings of the 1st international conference on Designing interactive user experiences for TV and video10.1145/1453805.1453842(193-202)Online publication date: 22-Oct-2008

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