THE SCIENCE OF WORK INTAKE: PROCESS OPTIMIZATION AND HUMAN-COMPUTER INTERACTION METHODOLOGIES IN CALL CENTER ENVIRONMENTS


Sreedhar Srinivasan
,
Abstract
This scholarly article explores the challenges associated with call center work intake and emphasizes the importance of adopting a process-oriented approach coupled with Human-Computer Interaction (HCI) principles. The act of representatives selectively choosing cases based on personal preferences can lead to complications and delays, impacting overall efficiency. The article recommends cross-training representatives and implementing guided workflows, leveraging HCI to ensure a balanced workload distribution. Modern digital solutions, including AI-driven guidance, are proposed to optimize case resolution following a first-in-first-out approach in the work queue. Addressing concerns like unintentional case reprocessing and source-issue resolution enhances process accountability and reduces audit risks. Striking the right balance between business priorities, user convenience, and HCI is crucial for effective work intake in call centers.
Keywords: Call center work intake, Cherry-picking, Process-oriented approach, Cross-training representatives, User productivity monitoring, AI-driven guidance, Human-Computer Interaction (HCI).
Journal Name :
EPRA International Journal of Multidisciplinary Research (IJMR)

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Published on : 2024-03-04

Vol : 10
Issue : 3
Month : March
Year : 2024
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