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The New Ruthless EconomyWork and Power in the Digital Age$
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Simon Head

Print publication date: 2005

Print ISBN-13: 9780195179835

Published to Oxford Scholarship Online: October 2011

DOI: 10.1093/acprof:oso/9780195179835.001.0001

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On the Digital Assembly Line

On the Digital Assembly Line

Chapter:
(p.100) 6 On the Digital Assembly Line
Source:
The New Ruthless Economy
Author(s):

Simon Head

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780195179835.003.0006

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.

Keywords:   digital assembly line, contact center industry, U.S., management, digital economy

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