Impact of Industry 4.0 adoption on workload demands in contact centers

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Tortorella, Guilherme L
Prashar, Anupama
Saurin, Tarcisio A
Fogliatto, Flavio S
Antony, Jiju
Carim Junior, Guido C
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2022
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Abstract

This paper examines the impact of Industry 4.0 (I4.0) technologies on employees workload in contact centers. For that, we adopted the NASA task load index questionnaire to assess the workload of 100 employees from different contact centers in India that have been adopting I4.0 technologies. The collected data is analyzed through multivariate techniques. This study is grounded on concepts from the multiple resource theory. Our findings indicate positive and negative effects of I4.0 on employees workload, conditioned on the adopted technologies (i.e., Internet-of-Things, cloud computing, big data, machine learning/artificial intelligence, remote monitoring, and wireless sensors) and workload dimensions considered (i.e., mental demand, physical demand, temporal demand, overall performance, effort, and frustration level). Identifying I4.0's impacts on employees workload allows planning of managerial efforts to mitigate potential issues while setting clear expectations related to the digital transformation of contact centers' processes and services.

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Human Factors and Ergonomics in Manufacturing & Service Industries
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© 2022 John Wiley & Sons Ltd. This is the peer reviewed version of the following article: Impact of Industry 4.0 adoption on workload demands in contact centers, Human Factors and Ergonomics in Manufacturing & Service Industries, 2022, which has been published in final form at https://doi.org/10.1002/hfm.20961. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited.
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Tortorella, GL; Prashar, A; Saurin, TA; Fogliatto, FS; Antony, J; Junior, GC, Impact of Industry 4.0 adoption on workload demands in contact centers, Human Factors and Ergonomics in Manufacturing & Service Industries, 2022
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