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Moods, Wicked Problems, and Learning

By Peter J. Denning

Communications of the ACM, Vol. 56 No. 3, Pages 30-32

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Wicked problems and learning environments present tough mood challenges for leaders and teachers. Telepresence and sensory gadgets are unlikely to replace physical presence in these areas.

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Melissa Cayer

If you applied this information to customer support centers that support customers via phone then what would you conclude?

Peter Denning

Call centers are not directly connected with moods. However, it is well known that customers intensely dislike robot receptionists and service agents. Call centers that employ these machines can inspire moods of distrust, resignation, and even resentment, which surely cannot be good for business!

Peter Denning

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