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Digitaler Wandel in Call- und Service-Centern: Aktuelle Trends und ihre Folgen für Arbeitsorganisation und Beschäftigte

Author

Listed:
  • Daum, Mario

Abstract

Call- und Service-Center gelten als bereits weitgehend digitalisiertes Arbeitsfeld. Dennoch halten neue digitale Technologien und Anwendungen auf verschiedenen Ebenen Einzug in das Arbeitsfeld. Die Studie arbeitet (mögliche) Folgen für Arbeit, Arbeitsorganisation und -bedingungen sowie Personaleinsatzplanung und Beschäftigung heraus.

Suggested Citation

  • Daum, Mario, 2018. "Digitaler Wandel in Call- und Service-Centern: Aktuelle Trends und ihre Folgen für Arbeitsorganisation und Beschäftigte," Working Paper Forschungsförderung 102, Hans-Böckler-Stiftung, Düsseldorf.
    • Handle: RePEc:zbw:hbsfof:102
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