CTI外撥平台操作介面之可用性研究

孔行仁

doi:10.6846/TKU.2009.00012

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CTI外撥平台操作介面之可用性研究

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

孔行仁 , Masters　　Advisor：蕭瑞祥　　

繁體中文 DOI： 10.6846/TKU.2009.00012

客服中心；人機介面；客戶關係管理；可用性； CTI (Computer Telephony Integration) ； Call Center ； User Interface ； Customer Relationship Management ； Usability

Abstract │ Reference (24) │ Altmetrics

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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.

Reference ( 24 ) 〈TOP〉

8.曾志軒（譯），人機介面設計-有效的人機互動策略(原著：Shneiderman, B. & Plaisant, C., Designing the User Interface: Strategies for Effective Human-Computer Interaction)，臺北市：臺灣培生教育，2004。
連結：
12.Keen, P.G., Shaping the Future: Business Design Through Information Technology, Harvard Business School Press, 1991.
連結：
13.Nunamaker, J. F., “Systems Development in Information Systems Research,” Journal of Management Information Systems, Vol. 7, No. 3, Winter 1990-91, pp. 89-106.
連結：
1.李美華等（合譯），「社會科學研究方法」(Earl Babbie著)，時英書局，2004。
2.汪安聖、王甦，「認知心理學」，五南圖書出版股份有限公司，2004.5。

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