Lucrecia Benjamin, Geoff A Goldman
Abstract
The fourth industrial revolution has ushered in technological advances that have revolutionised our way of life. In modern contact centres, technology affects the nature of work and, due to automation of routine tasks, job uncertainty and distress prevails. The fear of redundancy influences many employees to resist the adoption of new technologies. This study aims to understand the factors that influence people’s decision to adopt or resist new technologies. A single case study of a contact centre, employing qualitative methods in the form of semi-structured interviews and directed content analysis were utilised.
The findings indicate that employees do not oppose technology, but are concerned about job losses, redundancy, and being replaced by machines. Workers are, however, enthusiastic and eager to learn new technologies to upskill themselves. In addition to examining factors that influence the decision to resist or adopt technology, this study focuses on encouraging and supporting employers and employees’ transition to new technologies. The findings of this study indicate that fear of loss and uncertainty persist following the adoption of technology. These findings demonstrate the need to assist employees in managing the stress associated with such feelings.