A Study on the Usability User Interfaces of CTI Call Out Platform

• Main Authors: Hsing-Jen Kung, 孔行仁
• Other Authors: Ruey-Shiang Shaw
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/57207809057863427167

碩士 === 淡江大學 === 資訊管理學系碩士在職專班 === 97 === As market competition gets more and more relentless, corporate call centers serve not only as a barometer of customer satisfaction, but they are also very useful tools for companies to win out in the competition. As a result, if businesses want to retain customers by winning their loyalty, call centers are key to their strategies. As globalization takes hold in the twenty-first century, businesses have to compete in multi-cultural environments that are changing from day to day. Consequently, customer service strategy and its execution are essential for long-term corporate results. And without doubt, the success or failure of a company’s customer service depends on the quality of its service personnel. As Wilhelm and Rossello pointed out in their study in business practice in 1997, the organizations that were renowned for their customer service had many features in common. For example, they were all very good at using line personnel to interact and communicate with customers, and as a result they were able to gather information on customers, updating their profiles regularly, and managing the data by making use of the best technology available. Technology and humanity go hand in hand in these cases, creating value for the companies involved. However, customer-facing employees usually have to endure a stressful working environment, as they interact with customers and take in information real time, and sometimes they become inefficient because of bad moods or fatigue. As a consequence, it is important to find ways to allow customer service personnel to engage customers in an amiable and dedicated way, and to communicate with them with clarity. As Schneiderman pointed out, people have come to realize the value of good interfaces, and resources have been directed to the research and development of applicable interfaces. A successful application could do a lot to improve an organization’s future prospect. In light of this, my study focuses on the operating platform interfaces of out-bound computer telephone integrated (CTI) call centers, aiming to analyze and construct customer service operating platform interfaces that are the most applicable and user-friendly. Taking the Nunamaker system as a reference point, I have successfully developed a model system of CTI out-bound call center. A subsequent review on the applicability and user satisfaction of the model system reveals that: (1)Well-integrated and digitalized call centers are very helpful in guaranteeing users’ satisfaction. (2)Applicable and well-constructed interface screen designs will facilitate the operation of workplaces.