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Other IST-funded projects associated with the Where in the World? Conference
TOSCA
The TOSCA project aims to draw up a social observation table of call centres, bringing out what characterises work situations in them, on the basis of a functional typology of such centres. On the basis of an inventory of call centres in partnership countries, a representative sample will be established, which will define the scope of field work. The work will establish a typology of jobs in these centres on the basis of a detailed study of functions carried out, a study of work situations of a significant sample of operators, and an analysis of industrial and social relations in call centres. TOSCA is based at ISERES, in France. See the TOSCA website.
ANGELO
ANGELO’s goal is to use new technology to improve the quality of work for operators in the next generation of call centres. This includes design of an advanced system for operator support, including a broadband IP-network, software-based session interpreter, knowledge base, workflow engine, systems to monitor key environmental and physiological parameters, a software-based ‘measurement system’ to model and anticipate operator needs and requests, and an advanced ‘augmented reality’ human-machine interface. The prototype system will be subject to rigorous evaluation in terms of its contribution to the quality of working life and potential take-up in EU countries, including indirect contributions to employment and economic growth. ANGELO is based at Telecom Italia, in Italy.