tech pressuring its callcenter install cameras

There are sensors on Lake Nona’s semi-autonomous drone, and those sensors will gather data from the district’s planned vertiport - a vertical takeoff and landing hub for electric air taxis.ĮXPLORE: How does real-time data analysis benefit transit agencies? Data Analysis and Insights Can Improve City Transit Transportation data isn’t limited to the ground, Santos adds. Tavistock owns and operates businesses within Lake Nona, so it also has access to data such as hotel occupancy and restaurant table turnover, as well as anonymized wireless data about where visitors come from and where people move around the district. “That’s a paradigm that we know is broken.”Ĭlick the banner below to get access to customized smart city content by becoming an Insider. “There’s a better way to do this besides the traditional example of more traffic, therefore more traffic lanes,” says Arcaro. The length and severity of the pandemic gave agencies a chance to step back and look at existing challenges, as well as opportunities, through a new lens. “It was more or less a natural disaster that didn’t end,” Matt Arcaro, next-generation automotive and transportation research manager at IDC, says of the COVID-19 crisis. For others, such as the RTA, the pandemic accelerated the urgency of modernization. Some agencies froze those plans to respond to pandemic-related crises. Regions and municipalities around the country in recent years have been moving to the cloud and using Internet of Things sensors to boost efficiency and improve transportation safety. Once that was in place, the RTA’s call center staff was finally able to work from home. “But, obviously, our customer service interaction suffered.”īy June 2020, the agency was able to replace its legacy on-premises Cisco unified collaboration system with cloud-based Cisco Webex. “We were able to manage,” says Gerry Tumbali, engineering and technology division manager at the RTA. While the rest of the agency settled into home offices, call center staffers went into the office to retrieve voicemails and return messages.

Identify three key takeaways from the article.The Regional Transportation Authority of Northeastern Illinois (RTA), faced with sweeping shutdowns due to COVID-19, announced that its workforce would be fully remote after March 13, 2020, until further notice.Įveryone, that is, except for its call center staff.

Teleperformance employs more than 380,000 workers globally, including 39,000 workers in Colombia.Īrticle Link – Big Tech call center workers face pressure to accept home surveillance

The contract allows monitoring by AI-powered cameras in workers’ homes, voice analytics and storage of data collected from the worker’s family members, including minors. Six workers based in Colombia for Teleperformance, one of the world’s largest call center companies, which counts Apple, Amazon and Uber among its clients, said that they are concerned about the new contract, first issued in March.

Colombia-based call center workers who provide outsourced customer service to some of the nation’s largest companies are being pressured to sign a contract that lets their employer install cameras in their homes to monitor work performance, an NBC News investigation has found.

Tech pressuring its callcenter install cameras