Steel, A., Jones, M., & Apperley, M. (2002). The use of auditory feedback in call centre CHHI. In Proc Conference on Human Factors in Computing Systems, Minneapolis, Minnesota, USA, April 20-25, 2002 (pp. 768–769). New York, USA: ACM. http://doi.org/10.1145/506443.506588
Permanent Research Commons link: http://hdl.handle.net/10289/10300
The investigations carried out to evaluate issues of the computer-human-human interaction (CHHI) found in call centre scenarios were presented. These investigations suggested some benefits in the use of auditory icons and earcons. The use of non-verbal auditory feedback to improve CHHI was discussed.
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