Human-Computer Interaction Tag

So this is Christmas and what have you done? Another year over and a new one just (about to) beg(i)un. Oh I do like a famous quote. So here’s one from someone who isn’t a Beatle – the Nobel Laureate Nils Bohr once said "Prediction is...

In my previous post on linguistic interactions between computer-managed communications and people, I discussed the interesting phenomenon in human-computer interaction (HCI) whereby humans can sometimes be unaware that they are communicating with a computer – an automated system – rather than a person. As I explained,...

We’ve recently been considering the field of linguistics more at ContactEngine: what it is, why we should care, and how we can use it to our advantage. I talked briefly in my previous post about the way language is medium-dependent and context-dependent – it varies...

Preposterous. Of course it is.  Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented.  It is mathematically impossible to achieve a state where your agents spend...

How would you explain the Net Promoter Score’s limitations in an anecdote? Well, imagine if a friend or colleague catches you in a moment you’re not very proud of. They’re standing within earshot, when in an irritable fit, you’ve just snapped at your partner or been on...

I’ve always wondered: is it any surprise call centre employees aren’t motivated enough when popular culture often portrays their working lives as steeped in monotony? Like a dreadful Lowry painting of Mancunian mill workers, we see reams of books and films featuring actors as call...

In arguably the most famous courtship poem of all time, British poet Andrew Marvell dives into everything he would do for his coy mistress had they ‘world enough and time’. They would sit and pluck rubies by the Ganges and he would spend a hundred...