A change of information system, in a call centre - which has developed its self-image around working with technology - puts pressure on both employees and management to learn new ways of working. And while some argue that call centres conduct work that is knowledge-intensive, others argue that call centre staff is becoming more controlled, more dependent upon technology and routines, and so less autonomous. With reference to a longitudinal case study of a Swedish customer service centre this article explores organizational consequences of technological change. In so doing we look deeper into the challenges of learning that emerges as companies try simultaneously to achieve a high degree of internalization and externalization.
Selander, Lisen and Kalling, Thomas, "Managing Technological Change in a Call Centre Context - A Question of Learning?" (2007). ACIS 2007 Proceedings. 103.