The prevailing characteristic of the current business market is accelerated dynamics and remarkable change power, which require continuous adjustment of strategy. Employees are crucial drivers for optimal handling and implementing changes and innovations. The telecommunications sector is a major...

The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of...