Communication technologies in relationship centers: autonomy under the shelter of control

Abstract

The convergence between telecommunications and computer science has maximized the importance of CRC s as instruments for interaction between organizations and their stakeholders. Technological resources have enabled better sizing of these centers, among which one highlights the listener’s office services. One main positive consequence is the quality of the customer services being offered. On the other hand, as regards call attendants perspective, the logic of organization of a very restricted job routine – one that is full of norms and under intense control – is paradoxical with the need of exercising autonomy.