Work

An adaptive user interface model for contact centres

Year: 2008
Type: dissertation
Abstract: experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs
Language: English
Open Access status: green
OpenAlex ID: W3163821767
Cites: 92
Cited by: 3
Related to: 10