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Fast track PhD for BT Call Centre Expert
Nicola Millard with Human Computer Interaction expert Professor Alan Dix and Head of Computing Professor Gordon Blair
Nicola Millard, a BT Customer Experience Consultant, has taken just two years to complete a part-time PhD through a Computing Department scheme run specifically for industrial researchers. The scheme takes into account industrial research previously completed by students as part of their employment.
This fast track PhD scheme allowed Nicola to build upon her previous work, build prototypes for field testing and complete the thesis within the minimum time allowed of two years part-time.
Call centre staff have a tough job and high burn out rates are a well documented feature of the industry. Improving the employee experience as well as the customers is now on the agenda of the forward thinking centres and BT is making sure it is at the forefront through sponsorship and support of Nicola's studies. The subject of the PhD thesis is "Designing motivational user interfaces for call centre advisors". It looks at how staff effectiveness may be balanced with a healthy and stress free environment.
A prototype of the new interface software was piloted in three call centres - two telecoms and one bank. Its aim was to manage stress levels, allow staff to control their emotions and help them to deal more effectively with irate customers.
The prototype interfaces were successfully tested with call centre advisors and some elements of the designs have been taken forward into operational systems. The most notable success was the "emotional widget", a mechanism to off load stress levels. It proved to be an excellent mechanism to help call centre advisors let off steam and make the workplace a more fun and satisfying environment to be in.
Wed 31 August 2005
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Latest News
Unborn babies 'practise' facial expressions in the womb
Researchers from Durham and Lancaster Universities suggest that a foetus's ability to show a "pain" facial expression is a developmental process which could potentially give doctors another index of the health of a foetus.
Story supplied by LU Press Office
Mon 17 June 2013
Lancaster leads the way in cyber security bursary scheme
Lancaster is one of four UK universities selected to take part in an 'industry first' sponsorship initiative encouraging students to take up Masters-level cyber security degrees.
Story supplied by LU Press Office
Mon 10 June 2013
Physicists gain insight into the UK's biggest killer
Cardiovascular disease is the leading cause of death in the UK, accounting for a third of all fatalities through illnesses such as stroke and heart disease.
Story supplied by LU Press Office
Wed 29 May 2013
Engineering students make finals of national start-up business competition
Engineering students Scott Nash, Daniel Richardson and Aaron Aboshio have won the northern heat of the Youth Entrepreneurs Scheme 'Engineering YES' competition for their spin-out renewable energy company Atlantis.
Thu 23 May 2013