The term ‘knowledge worker’ has been problematised in many ways and much of this relates to the overuse and sometimes misuse of the term. In some instances, it is narrowly used to describe those working in the ‘knowledge economy’ - also a highly contested term - and as such is associated with research and development, innovation and high value work, whilst in other circumstances it is treated as a catch all term which is associated with information gathering and navigating information technology. Despite this terminological clutter, the concept has proved politically seductive and therefore been reified and embraced by many in policy and business contexts alike.

This doesn’t, however, mean that there is no value in thinking about the shifts and trends that the phrase ‘knowledge worker’ tries, albeit sometimes unsuccessfully, to encompass. The term represents transformations in the economy towards greater complexity derived, in part, from increasing globalisation and inter-connectedness. It is important to think about the factors which are closely tied to economic competitiveness in a post-industrial society including specialist information, personalisation and product differentiation, rather than more ‘traditional’ factors like access to raw materials and natural resources. These features, in many ways, necessitate a different style of work and alongside that a different type of worker. ‘Knowledge work’, in this context, necessitates highly skilled communicators and problem solvers who can navigate the ever-increasing tide of information around us.

Ultimately, whilst the term ‘knowledge worker’ might not be helpful, the socio-economic shifts it represents are of crucial importance to our organisations. We must think of new ways of capitalising on, as well as responding to, these trends. One of our research strands here at CCA during 2012 is focused on examining the workers of the future. Thought-leaders from our sector have argued that the growing complexity of inbound calls will require workers with a high level of empathy and problem solving ability. We want to learn about how we engage and empower the next generation of contact centre workers. We would very much like to hear your views on this – so please don’t hesitate to get in touch with your thoughts and comments.