Abstract
This chapter describes trials Convergys undertook to discover how to improve call center agent productivity through the functionality provided by a multimodal workstation. The trials follow a specific sequence where multimodal building blocks are identified, investigated, and then combined into support tasks that handle call center transactions. Convergys agents tested the Multimodal User Interface (MMUI) for ease of use, and efficiency in completing caller transactions. Results show that multimodal transactions are faster to complete than only using a Graphical User Interface (GUI). Multimodal productivity enhancements are also seen to increase agent satisfaction.
Matthew Yuschik, Ph d., is a Principal Investigator at MultiMedia Interfaces, LLC, and performed the research for this chapter at Convergys Corporation, Cincinnati, OH
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Acknowledgement
This work was performed as part of ongoing research and development at the Convergys Corporation. Special thanks go to Jay Naik, Ph.D., Karthik Narayanaswami, Cordell Coy, Ajay Warrier, and the agents at the Convergys Call Centers.
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Yuschik, M. (2010). “It’s the Best of All Possible Worlds”: Leveraging Multimodality to Improve Call Center Productivity. In: Neustein, A. (eds) Advances in Speech Recognition. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-5951-5_6
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DOI: https://doi.org/10.1007/978-1-4419-5951-5_6
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