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Virtual Speaker Series: Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age
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About this event
Speaker: Debbie J. Goldman
Many people grit their teeth when they have to reach out to a call center. They are frustrated by the automated response systems, long wait times, multiple transfers, pressure to buy more services, and all too frequently, a customer service representative who lacks the authority to address their issue. Why has customer service gotten so bad?
Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age answers this question by taking the reader behind the scenes to the world of the call center worker, tracing the transformation of customer service operations in two leading telecommunications companies, AT&T and Verizon. Disconnected describes how management, operating in a deregulated, highly competitive market, adopted cost-saving practices that put strict time limits on customer interactions, imposed unreasonable sales quotas, required adherence to proscribed scripts, and deployed digital surveillance systems to track compliance. The result: unhealthy, stressful conditions for workers, poor service for customers, and a race to the bottom in labor standards.
Debbie J. Goldman is the former Research Director and Telecommunications Policy Director of the Communications Workers of America. She holds a PhD from the University of Maryland in Labor History.
Host Village: Northwest Neighbors Village
Limited to 100.
Registration is required by 2/25/2025
Zoom link will be sent to registrants after registration.
Registration Info
Registration is required