stdClass Object
(
    [id] => 12441
    [paper_index] => 202402-01-015937
    [title] => THE SCIENCE OF WORK INTAKE: PROCESS OPTIMIZATION AND HUMAN-COMPUTER INTERACTION METHODOLOGIES IN CALL CENTER ENVIRONMENTS
    [description] => 
    [author] => Sreedhar Srinivasan
    [googlescholar] => https://scholar.google.co.in/scholar?q=eprajournals.com&hl=en&scisbd=2&as_sdt=0,5
    [doi] => https://doi.org/10.36713/epra15937
    [year] => 2024
    [month] => March
    [volume] => 10
    [issue] => 3
    [file] => 1132pm_4.EPRA JOURNALS 15937.pdf
    [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).
    [doj] => 2024-03-04
    [hit] => 1328
    [status] => y
    [award_status] => P
    [orderr] => 4
    [journal_id] => 1
    [googlesearch_link] => https://www.google.com/search?q=THE+SCIENCE+OF+WORK+INTAKE%3A+PROCESS+OPTIMIZATION+AND+HUMAN-COMPUTER+INTERACTION+METHODOLOGIES+IN+CALL+CENTER+ENVIRONMENTS+Sreedhar+Srinivasan&rlz=1C1CHBD_enIN959IN959&sourceid=chrome&ie=UTF-8
    [edit_on] => 
    [is_status] => 1
    [journalname] => EPRA International Journal of Multidisciplinary Research (IJMR)
    [short_code] => IJMR
    [eissn] =>  2455-3662 (Online)
    [pissn] => - --
    [home_page_wrapper] => images/products_image/11.IJMR.png
)
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