The boundaries between public and private spaces in the workplace are being eroded as technology increasingly mediates workplace communication and transactions. Technology also has the potential to largely take over the role of performance measurement through the collection of detailed individualized statistics, generated through constant monitoring and surveillance.
Workers require extensive knowledge of financial services, products, and regulations.
They deal constantly with complex, non-routine requests, yet perform their jobs in an environment where they are evaluated primarily based on the duration and volume of calls to which they respond.