This paper examines the impact of Industry 4.0 (I4.0) technologies on employees workload in contact centers. For that, we adopted the NASA task load index questionnaire to assess the workload of 100 employees from different contact centers in India that have been adopting I4.0 technologies. The collected data is analyzed through multivariate techniques. This study is grounded on concepts from the multiple resource theory. Our findings indicate positive and negative effects of I4.0 on employees workload, conditioned on the adopted technologies (i.e., Internet-of-Things, cloud computing, big data, machine learning/artificial intelligence, remote monitoring, and wireless sensors) and workload dimensions considered (i.e., mental demand, physical demand, temporal demand, overall performance, effort, and frustration level). Identifying I4.0's impacts on employees workload allows planning of managerial efforts to mitigate potential issues while setting clear expectations related to the digital transformation of contact centers' processes and services.

中文翻译：

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工业 4.0 的采用对联络中心工作负载需求的影响

本文研究了工业 4.0 (I4.0) 技术对联络中心员工工作量的影响。为此，我们采用了 NASA 任务负荷指数问卷来评估来自印度不同联络中心的 100 名员工的工作量，这些员工一直在采用 I4.0 技术。收集的数据通过多变量技术进行分析。本研究基于多元资源理论的概念。我们的研究结果表明 I4.0 对员工工作量的正面和负面影响，取决于采用的技术（即物联网、云计算、大数据、机器学习/人工智能、远程监控和无线传感器）和工作量考虑的维度（即精神需求、身体需求、时间需求、整体表现、努力和挫折程度）。识别 I4.0'