Philippines outsourcing: customers want people, not robots on June 26, 2017In a Manila call centre, Sarah Prestoza spends hours helping exasperated callers on the other side of the world troubleshoot problems with their internet connections. Almost all of them are in a bad mood; some are rude, others are racist. A few “difficult callers” can’t even explain what they want, which is a problem when […]
A tale of two factories: is China taking US jobs? on October 31, 2016Cameron Redd has cut off the cable television and traded down to a cheaper car. Since losing his job at an aluminium smelting plant in this southeast corner of Missouri, he’s had to tighten his belt. And despite finding some temporary work, he’s still much worse off than he was. “Unless I find another above-average […]