Debbie Goldman, retired Communications Workers of America (CWA) labor researcher and author of "Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age," joined the America's Work Force Union Podcast. She discussed the transformation of call center work, the impact of technology on workers and the ongoing fight for fair labor practices in the digital era.
Goldman began by explaining the evolution of call center work from the 1980s to the present, highlighting how deregulation and technological advancements have dramatically altered the industry. The shift from regulated monopolies to competitive markets led companies to prioritize profit maximization, often at the expense of worker autonomy and job satisfaction, she said. This change, Goldman said, introduced intense surveillance and monitoring practices, increasing stress levels for call center employees and diminishing their ability to provide quality customer service.
Next, Goldman discussed the crucial role unions play in protecting workers' rights amidst these changes. She detailed how the CWA has negotiated protections against excessive monitoring, unfair disciplinary practices and outsourcing. She also explained the union's strategy for addressing global outsourcing, including domestic job protection measures and international solidarity efforts with workers in countries like the Philippines and the Dominican Republic.
Finally, Goldman addressed challenges currently facing the labor movement, including the threat of artificial intelligence and anti-union legislation. She stressed the importance of worker involvement in decisions about technology implementation and highlighted the need for strategic organizing and public engagement to counter attacks on labor rights. Goldman's book, which recently won the David Montgomery Award for labor history, offers valuable insights into how workers can fight for control and dignity in rapidly changing industries.
Listen to the full episode above for more from Goldman on union challenges in the digital age.
Click here to buy a copy of Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age.
America’s Work Force is the only daily labor podcast in the US and has been on the air since 1993, supplying listeners with useful, relevant input into their daily lives through fact-finding features, in-depth interviews, informative news segments and practical consumer reports. America’s Work Force is committed to providing an accessible venue in which America's workers and their families can hear discussion on important, relevant topics such as employment, healthcare, legislative action, labor-management relations, corporate practices, finances, local and national politics, consumer reports and labor issues.
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