Documents Kim, Jeonghun 2 results

"American workers are currently engaged in an upsurge in collective actions aimed at achieving a stronger voice and representation at work; this desire for increased voice at work is also evident in survey data. However, union organizing drives in the United States typically meet with strong employer resistance, and such resistance reduces the likelihood that the organizing effort will be successful. In addition to unions, a broad array of other efforts has been initiated to strengthen worker voice and representation. The authors discuss these efforts, including worker centers, and observe that there is no “one size fits all” approach to contemporary worker organizing."

"Contact centers have long been lead innovators in adopting new technologies to restructure jobs and manage workers. Between the 1990s and 2000s, the first wave of digitalization transformed what were then called ‘call centers' through innovations in call volume tracking, automatic call distribution, and electronic monitoring and performance management. 2 The growth of the internet and fiber-optic digital networks enabled the relocation of jobs far from customers through outsourcing and offshoring. Since the mid-2010s – and accelerating in the early 2020s – a new set of technologies have been transforming contact center jobs. This second digital transformation is based on advances in artificial intelligence (AI), enabled by faster network speeds and cloud computing. A range of new AI-based tools are being used to automate customer service and sales via chatbots and voicebots, to perform a growing range of back-office tasks, and to enable more intensive and tailored forms of remote monitoring, coaching, training, and scheduling."