Title: Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age (Working Class in American History)
Publisher: University of Illinois Press
Publication Date: 2025
Language: English
ISBN 10: 0252046056
ISBN 13: 9780252046056
Binding: Hardcover
Edition: 1st Edition
Condition: New

About this title

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.

About the Author

Debbie J. Goldman is the former Research Director and Telecommunications Policy Director with the Communications Workers of America.

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