Biografias Cybernéticas. Um estudo sobre as indústrias Portuguesas e Britânicas de Contact Centre

What is it about?

A worker´s professional occupation is one of the most important delineators of social identity. According to the Marxian theory there is a general trend to reduce workers to an undifferentiated mass, easily replaceable – cybertariat, precariat or/and proletariat. Following a psychodynamic approach of work, the aim is to examine how work done at the contact centres affects workers´ professional career or path. Between 2015 and 2016, twenty semidirective interviews were conducted to contact centre workers in Portugal and Britain. The survey results show that the vast majority of workers reveal a deconstruction of occupational identities through the lack of expectations, creating new feelings of alienation and/or frustration. Keywords: Contact Centres, Cybertariat, Occupational Identity.

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