Time is money: Impacts of usability at a call center

Ergonomics in Design

Volumn 15, Issue 4, 2007, Pages 17-22

  Bond, Chris ^a  

^a Portland General Electric   (United States)

Author keywords

Call center; Cost justification; Customer information system; Customer service representives; Task analysis; Usability savings

Indexed keywords

COST REDUCTION; INFORMATION SERVICES; JOB ANALYSIS; PERSONNEL;

COST-JUSTIFICATION; CUSTOMER INFORMATION SYSTEM; TASK ANALYSIS;

USABILITY ENGINEERING;

EID: 38049076070     PISSN: 10648046     EISSN: None     Source Type: Journal    
DOI: 10.1518/106480407X255224     Document Type: Article

References (2)

1. Fowler, S. L., & Stanwick, V. R. (1995). The GUI style guide. Cambridge, MA: AP Professional.
2. Mayhew, D. J. (1992). Principles and guidelines in software user interface design. Englewood Cliffs, NJ: Prentice Hall.