On the Digital Assembly Line
This chapter examines the so-called digital assembly line in the contact center industry in the U.S. The hyperefficiency of the software in call centers provided managers with the bundled powers of analysis, surveillance and control, but it also led them to micromanage employees' work. This chapter suggests that the call center industry is in need of renewal because it is an industry emblematic of the digital economy. Managed properly, high-performance call centers can provide good jobs for the non-college educated.
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