%0 Book Section %1 Yuschik10p115 %A Yuschik, Matthew %B Advances in Speech Recognition: Mobile Environments, Call Centers and Clinics %C New York %D 2010 %E Neustein, Amy %I Springer %K 01614 springer paper ai language processing speech recognition multimodal dialog user interface zzz.mmi %P 115--153 %R 10.1007/978-1-4419-5951-5_6 %T ``It's the Best of All Possible Worlds'': Leveraging Multimodality to Improve Call Center Productivity %X 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. %& 6

@incollection{Yuschik10p115, 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.}, added-at = {2016-05-20T16:56:03.000+0200}, address = {New York}, author = {Yuschik, Matthew}, biburl = {https://www.bibsonomy.org/bibtex/2eda282f84bddbbf6d8afc1a6dd2a6469/flint63}, booktitle = {Advances in Speech Recognition: Mobile Environments, Call Centers and Clinics}, chapter = 6, crossref = {Neustein2010}, doi = {10.1007/978-1-4419-5951-5_6}, editor = {Neustein, Amy}, file = {SpringerLink:2010/Yuschik10p115.pdf:PDF}, groups = {public}, interhash = {3b98e3f2f3d069c603fc55d333005a8a}, intrahash = {eda282f84bddbbf6d8afc1a6dd2a6469}, keywords = {01614 springer paper ai language processing speech recognition multimodal dialog user interface zzz.mmi}, pages = {115--153}, publisher = {Springer}, timestamp = {2018-04-16T11:50:11.000+0200}, title = {``{It's} the Best of All Possible Worlds'': Leveraging Multimodality to Improve Call Center Productivity}, username = {flint63}, year = 2010 }