An Adaptive User Interface Model for Contact Centres

Customer contact and interaction is important for companies to build lasting and contented customer relationships. Contact centres are the primary interaction point between a company and its customers. The Contact Centre Agent's (CCA's) response time to solve problems is critical in terms of both the customer experiences and from the company's revenue perspective. One approach to improve the CCA's productivity is to provide them with a computer User Interface (UI) that will facilitate and reduce the time used to assist customers. CCAs have different capabilities, expertise and interests and studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level.