An intelligent user interface model for contact centre operations
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
Using multi-touch interaction techniques to support Collaborative Information Retrieval
- Authors: Sams, Ivan
- Date: 2011
- Subjects: Human-computer interaction , Teams in the workplace -- Data processing , Groupware (Computer software) , Interactive computer systems
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10491 , http://hdl.handle.net/10948/d1020156
- Description: Collaborative Information Retrieval (CIR) is a branch of Computer Supported Cooperative Work (CSCW). CIR is the process by which people search for and retrieve information, working together and using documents as data sources. Currently, computer support for CIR is limited to single user systems. Collaboration takes place either with users working at different times or in different locations. Multi-touch interaction has recently seen a rise in prominence owing to a reduction in the cost of the technology and increased frequency of use. Multi-touch surface computing allows multiple users to interact at once around a shared display. The aim of this research was to investigate how multi-touch interaction techniques could be used to support CIR effectively in a co-located environment. An application architecture for CIR systems that incorporates multi-touch interaction techniques was proposed. A prototype, called Co-IMBRA, was developed based on this architecture that used multi-touch interaction techniques to support CIR. This prototype allows multiple users to retrieve information, using the Internet as a shared information space. Documents are represented as visual objects that can be manipulated on the multi-touch surface, as well as rated, annotated and added to folders. A user study was undertaken to evaluate Co-IMBRA and determine whether the multi-touch interaction techniques effectively supported CIR. Fifteen teams of two users each participated in the user study. High task completion rates and low task times showed that the system was effective and efficient. High levels of user satisfaction were reported in the post-test questionnaires. Participants rated the system as highly useful and several commented that it promoted collaboration and that they enjoyed the test. The successful implementation of Co-IMBRA provides evidence that multi-touch interaction techniques can effectively support CIR. The results of the user evaluation also enabled recommendations for future research to be made.
- Full Text:
- Date Issued: 2011
- Authors: Sams, Ivan
- Date: 2011
- Subjects: Human-computer interaction , Teams in the workplace -- Data processing , Groupware (Computer software) , Interactive computer systems
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10491 , http://hdl.handle.net/10948/d1020156
- Description: Collaborative Information Retrieval (CIR) is a branch of Computer Supported Cooperative Work (CSCW). CIR is the process by which people search for and retrieve information, working together and using documents as data sources. Currently, computer support for CIR is limited to single user systems. Collaboration takes place either with users working at different times or in different locations. Multi-touch interaction has recently seen a rise in prominence owing to a reduction in the cost of the technology and increased frequency of use. Multi-touch surface computing allows multiple users to interact at once around a shared display. The aim of this research was to investigate how multi-touch interaction techniques could be used to support CIR effectively in a co-located environment. An application architecture for CIR systems that incorporates multi-touch interaction techniques was proposed. A prototype, called Co-IMBRA, was developed based on this architecture that used multi-touch interaction techniques to support CIR. This prototype allows multiple users to retrieve information, using the Internet as a shared information space. Documents are represented as visual objects that can be manipulated on the multi-touch surface, as well as rated, annotated and added to folders. A user study was undertaken to evaluate Co-IMBRA and determine whether the multi-touch interaction techniques effectively supported CIR. Fifteen teams of two users each participated in the user study. High task completion rates and low task times showed that the system was effective and efficient. High levels of user satisfaction were reported in the post-test questionnaires. Participants rated the system as highly useful and several commented that it promoted collaboration and that they enjoyed the test. The successful implementation of Co-IMBRA provides evidence that multi-touch interaction techniques can effectively support CIR. The results of the user evaluation also enabled recommendations for future research to be made.
- Full Text:
- Date Issued: 2011
A natural user interface architecture using gestures to facilitate the detection of fundamental movement skills
- Authors: Amanzi, Richard
- Date: 2015
- Subjects: Human activity recognition , Human-computer interaction
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10948/6204 , vital:21055
- Description: Fundamental movement skills (FMSs) are considered to be one of the essential phases of motor skill development. The proper development of FMSs allows children to participate in more advanced forms of movements and sports. To be able to perform an FMS correctly, children need to learn the right way of performing it. By making use of technology, a system can be developed that can help facilitate the learning of FMSs. The objective of the research was to propose an effective natural user interface (NUI) architecture for detecting FMSs using the Kinect. In order to achieve the stated objective, an investigation into FMSs and the challenges faced when teaching them was presented. An investigation into NUIs was also presented including the merits of the Kinect as the most appropriate device to be used to facilitate the detection of an FMS. An NUI architecture was proposed that uses the Kinect to facilitate the detection of an FMS. A framework was implemented from the design of the architecture. The successful implementation of the framework provides evidence that the design of the proposed architecture is feasible. An instance of the framework incorporating the jump FMS was used as a case study in the development of a prototype that detects the correct and incorrect performance of a jump. The evaluation of the prototype proved the following: - The developed prototype was effective in detecting the correct and incorrect performance of the jump FMS; and - The implemented framework was robust for the incorporation of an FMS. The successful implementation of the prototype shows that an effective NUI architecture using the Kinect can be used to facilitate the detection of FMSs. The proposed architecture provides a structured way of developing a system using the Kinect to facilitate the detection of FMSs. This allows developers to add future FMSs to the system. This dissertation therefore makes the following contributions: - An experimental design to evaluate the effectiveness of a prototype that detects FMSs - A robust framework that incorporates FMSs; and - An effective NUI architecture to facilitate the detection of fundamental movement skills using the Kinect.
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- Date Issued: 2015
- Authors: Amanzi, Richard
- Date: 2015
- Subjects: Human activity recognition , Human-computer interaction
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: http://hdl.handle.net/10948/6204 , vital:21055
- Description: Fundamental movement skills (FMSs) are considered to be one of the essential phases of motor skill development. The proper development of FMSs allows children to participate in more advanced forms of movements and sports. To be able to perform an FMS correctly, children need to learn the right way of performing it. By making use of technology, a system can be developed that can help facilitate the learning of FMSs. The objective of the research was to propose an effective natural user interface (NUI) architecture for detecting FMSs using the Kinect. In order to achieve the stated objective, an investigation into FMSs and the challenges faced when teaching them was presented. An investigation into NUIs was also presented including the merits of the Kinect as the most appropriate device to be used to facilitate the detection of an FMS. An NUI architecture was proposed that uses the Kinect to facilitate the detection of an FMS. A framework was implemented from the design of the architecture. The successful implementation of the framework provides evidence that the design of the proposed architecture is feasible. An instance of the framework incorporating the jump FMS was used as a case study in the development of a prototype that detects the correct and incorrect performance of a jump. The evaluation of the prototype proved the following: - The developed prototype was effective in detecting the correct and incorrect performance of the jump FMS; and - The implemented framework was robust for the incorporation of an FMS. The successful implementation of the prototype shows that an effective NUI architecture using the Kinect can be used to facilitate the detection of FMSs. The proposed architecture provides a structured way of developing a system using the Kinect to facilitate the detection of FMSs. This allows developers to add future FMSs to the system. This dissertation therefore makes the following contributions: - An experimental design to evaluate the effectiveness of a prototype that detects FMSs - A robust framework that incorporates FMSs; and - An effective NUI architecture to facilitate the detection of fundamental movement skills using the Kinect.
- Full Text:
- Date Issued: 2015
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