Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age (Working Class in American History)

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Synopsis
Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas to sell products, and installed surveillance systems that tracked every call and keystroke. Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance--combined with the decline of unions--narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change. Perceptive and nuanced, Disconnected tells an overlooked story of service workers in a time of change.
Copyright:
2024

Book Details

Book Quality:
Publisher Quality
Book Size:
264 Pages
ISBN-13:
9780252088155
Related ISBNs:
9780252046056
Publisher:
University of Illinois Press
Date of Addition:
Copyrighted By:
the Board of Trustees of the University of Illinois
Adult content:
No
Language:
English
Has Image Descriptions:
No
Categories:
History, Nonfiction, Business and Finance, Technology, Language Arts, Communication, Politics and Government
Submitted By:
Bookshare Staff
Usage Restrictions:
This is a copyrighted book.

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