The role of the fourth industrial revolution in the future of contact centre managers in the South African police service

Khopotso Matsoso, Cecile Schultz and Cornelia Harmse
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Khopotso Matsoso: Tshwane University of Technology
Cecile Schultz: Tshwane University of Technology
Cornelia Harmse: Tshwane University of Technology

International Journal of Business Ecosystem & Strategy (2687-2293), 2025, vol. 7, issue 3, 114-124

Abstract: Understanding the role of the Fourth Industrial Revolution (4IR) on the future contact centre managers in the South African Police Service (SAPS). The purpose of this study was to investigate the role of 4IR on future contact centre managers. 4IR has been discussed in different contexts, but its precise effects on the future of contact centre managers are still unclear, and this research intends to bridge this gap. This research employed a qualitative approach within interpretivism to gather information from 12 participants who fit the predetermined criteria using a nonprobability convenience sampling. ATLAS.ti was utilised to analyse data. The study found that the 4IR impacts the development and transformation of contact centre managers' roles, while also automating contact centre operations. Key themes identified in the study include the adoption of advanced technology, capacity building, rapid response, improved customer experience, and the facilitation of remote work and collaboration, all of which are essential for the future roles of contact centre managers within the SAPS. This has the potential to assist managers within the SAPS contact centres in comprehending the consequences of 4IR and embracing the use of disruptive technologies in contact centres. The study will assist the contact centre managers in ensuring the development and redefining of new skills and roles to enhance productivity in contact centres. Key Words:contact centres, Fourth Industrial Revolution, contact centre managers, South African Police Service

Date: 2025
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