'Cheating the System', Getting the Work Done: Challenging Management and Technology in a Call Centre

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Russell, Bob
Townsend, Keith
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2003
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Armidale

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This paper studies the process of technological change in a large call centre. It examines the rationales for introducing a new software system and the effects of these changes on the types of skill that workers are called upon to exercise in their jobs. We argue that technological change is an iterative rather than a linear process, while unintended consequences may be as significant as managerial plans and prerogative. This has implications for problematising technological change rather than assuming it as a given.

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New Times, New Worlds, New Ideas: Sociology Today and Tomorrow

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© The Author(s) 2003. The attached file is reproduced here with permission of the copyright owner(s) for your personal use only. No further distribution permitted. For information about this conference please refer to TASA website or contact the author(s).

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