A New Era for “Interaction Workers”

Despite all of the workplace changes due to automation, reengineering, and off-shoring, a broad swath of employment remains largely untouched: work requiring extensive human interactions. Among these positions are the jobs held by knowledge workers like the doctors, engineers, lawyers, managers, sales representatives, teachers, and other skilled professionals who together serve as the engine of the knowledge economy. Research from McKinsey and others has shown that these so-called "interaction workers" are vital to the competitive success of companies and countries ali.....