Abstract
Aproximately 9 to 10 billion calls are handled by telephone operators of the Bell Operating Companies throughout the U.S.A. on a yearly basis. Bell Communications Research has an Operator Services Ergonomics district that employs a multifaceted approach to improving operator efficiency and comfort, and providing guidance on both the operator and customer human interfaces for new services. The approaches taken represent a recognition of several key factors that dictate and/or influence the type of test and evaluation conducted and how the results from such tests are conveyed to decision makers.
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