Os bastidores de uma central de atendimento e suas interfaces: a distância entre o saber teórico e o saber prático na concepção de situações de trabalho informatizadas

Abstract

Computerized workplaces at a customer service center control room are the main focus of this study. Using the Work Ergonomic Analysis methodology, the reasons for the mental fatigue of the control agents, caused by the utilization of both software and hardware, are determined. Some of the aspects detected include low levels of flexibility, compatibility and data sharing among the several programs used; software instability; and limitations of the available computer network. These factors demand high concentration levels from the agents which constitute the main reason for mental fatigue. It is implicitly shown throughout this study the discrepancy between theoretical and practical knowledge when computerized work situations are designed, and its impact on the agents wear and mental fatigue. The final recommendations are a series of actions concerning the interfaces and the work organization in order to improve the human-computer interaction