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Jody E. McCain

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Publications by Jody E. McCain (bibliography)

1991

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Lysaght, Robert J., Springer, Carla J., Moritz, Robert R. and McCain, Jody E. (1991): A Multifaceted Approach to Enhance Operator Services for Regional Telephone Companies. In: Proceedings of the Human Factors Society 35th Annual Meeting 1991. pp. 1341-1345.

“Approximately 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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