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Papers/Notes: Call Centers

Monday, April 12
2:30 PM - 4:00 PM

Ontology Models for Interaction Design: Case Study of Online Support
Keith Butler, University of Washington, USA
Jia Zhang, University of Texas, USA
Anne Hunt, Primal Fusion, Canada
Beth Huffer, USA
John Muehleisen, Microsoft, USA

The Fulfillment of User Needs and the Course of Time in Field Investigation
Claudia Nass, Fraunhofer Institute for Experimental Software Engineering, Germany
Daniel Kerkow, Fraunhofer Institute for Experimental Software Engineering, Germany
Jessica Jung, Fraunhofer Institute for Experimental Software Engineering, Germany

We present a study realized in a call-center aimed at balancing business and users? goals in order to enhance user experience and hence positively influence the call agents? emotional state.

Using "Rapid Experimentation" to Inform Customer Service Experience Design
Soni Meckem, Cisco Systems, Inc., USA
Jennifer Lee Carlson, Tec-Ed, Inc., USA

Cisco used "Rapid Experimentation" methodology for iterative, high-velocity studies in a global customer service experience design project, achieving design goals in 8 weeks, 4 ahead of the planned 12-week schedule.