America’s Work Force Union Podcast welcomed Debbie Goldman, retired Research Director for the Communication Workers of America (CWA), as she discussed her new book, Disconnected: Call Center Workers Fight for Good Jobs in the Digital Age. Goldman explored the impact of deregulation, technological changes and the CWA's continued efforts to advocate for workers' rights in the telecommunications industry.
Goldman began by reflecting on her time at CWA, where she witnessed the profound changes brought about following the breakup of the Bell System and the 1996 Telecommunications Act. These changes led to a drastic reduction in union jobs and a shift toward a less unionized telecommunications industry. According to Goldman, as companies prioritized competition over regulation, service quality and increased pressure on workers. Goldman emphasized how these developments have left many workers and customers frustrated with the current state of the telecommunications industry, which she detailed in her book.
The conversation also touched on CWA's strategic response to these challenges. Recognizing the need to adapt, CWA expanded its representation beyond traditional telecom roles to include sectors like journalism, broadcasting and public sector jobs. Goldman highlighted CWA's efforts to organize workers in emerging industries, such as gaming, and the importance of neutrality agreements, like the one with Microsoft, in facilitating unionization efforts. These initiatives demonstrate CWA's commitment to supporting workers across various industries.
Goldman also addressed the role of artificial intelligence in the workplace, expressing concerns about its potential to replace rather than assist workers. She emphasized the need for unions to engage with employers in implementing new technologies in ways that enhance rather than undermine job quality. By advocating for worker involvement in technological transitions, Goldman said the CWA aims to ensure that advancements benefit both employees and the services they provide.
Listen to the full episode to hear more from Debbie Goldman about her book "Disconnected" and the ongoing fight for workers' rights in the digital age.
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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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