In the Moodie: Using ‘Affective Widgets’ to Help Contact Centre Advisors Fight Stress

  • Nicola Millard
  • Linda Hole
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4868)

Abstract

This paper describes an user experience study of a particular ‘affective widget’ - called a ‘moodie’. This onscreen device helps to paint an emotional picture of the day of a contact centre employee. These users undertake work that can be classified as ‘emotional labour’ [10] - in other words they may have to express emotions whilst on a customer telephone call that they may not necessarily feel, both about the customer and the technology that they are using to mediate the conversation. This often leads to user stress, a poor customer experience and high staff churn. Moodies were designed as part of a prototype interface called a Motivational User Interface (MUI). They were created as a way of expressing and self reporting the emotional responses that users feel throughout the day. These prototype affective widgets were then evaluated by contact centre employees and their managers.

Keywords

Affective computing emotion HCI 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2008

Authors and Affiliations

  • Nicola Millard
    • 1
  • Linda Hole
    • 2
  1. 1.British Telecommunications PLCIpswichUK
  2. 2.Bournemouth UniversityWallisdownUK

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