In Collaboration with:
Javier Hernandez, Rob Morris, and Rosalind Picard
Challenge:
Javier Hernandez, Rob Morris, and Rosalind Picard
Challenge:
Being an employee at a Bank of America call center can be stressful, in fact there is a large turn over rate. How can Bank of America create a less stressful environment for its employees?
Solution:
Hedman measured the EDA of Bank America employees while they answered phone calls. In addition, he interviewed the employees about their experience and also had them feel out surveys after each call.
Example EDA:
The blue line represents a call center employee's EDA throughout a day. The dark red bars represent stressful calls. Not only does EDA increase during many of the stressful calls, but we can tell at what time during those calls the stress was introduced, which in turn can help Bank of America identify what in particular caused the stressful reaction.
Publications: