The 'Angelo' Project: Stress Metrology as a Precondition for Improving Team-Working Performance

摘要

This paper deals with the growing importance of psycho-physiological stress experienced by call-centres employees. The "Angelo" Project has been issued to provide a solution for the improving of operators' working condition and for the consequent improving of customers' satisfaction. Here is described one of the modules that have been developed, where sensors are involved to detect individual stress. Some preliminary results are also shown, along with the evaluation techniques used.