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This is the modern world! Working in a social services contact centre

Nigel Coleman

in Modernising social work: Critical considerations

Published in print:
2009
Published Online:
March 2012
ISBN:
9781847420060
eISBN:
9781447302827
Item type:
chapter
Publisher:
Policy Press
DOI:
10.1332/policypress/9781847420060.003.0003
Subject:
Social Work, Research and Evaluation

This chapter analyses the relationship between New Labour's modernisation agenda, managerialism, and information and communications technology (ICT), and then looks at the relationship between ICT ... More


On the Digital Assembly Line

Simon Head

in The New Ruthless Economy: Work and Power in the Digital Age

Published in print:
2005
Published Online:
October 2011
ISBN:
9780195179835
eISBN:
9780199850211
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195179835.003.0006
Subject:
Economics and Finance, Behavioural Economics

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 ... More


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