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

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2008, Pages 2985-2990

  Koca, Aylin ^a   Brombacher, Aarnout C ^a  

^a EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

Author keywords

Business value of usability; Soft reliability; Usage failure classification

Indexed keywords

HUMAN ENGINEERING;

BUSINESS VALUE OF USABILITY; CALL CENTER RECORDS; CALL CENTERS; ELECTRONICS PRODUCTS; FAILURE CLASSIFICATIONS; SOFT RELIABILITY; USAGE CONTEXTS; USAGE DATUMS; USAGE-FAILURE CLASSIFICATION; USER-CENTERED;

COMPUTER SYSTEMS;

EID: 57049117407     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/1358628.1358795     Document Type: Conference Paper

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