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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.

This study focuses on digital leadership in improving the digital skills of creative economy workers in Depok City through the mediation role of digital collaboration and individual innovative capabilities as moderation. The purpose of this study is to analyze the influence of digital leadership on the digital skills of creative economy workers both directly and indirectly through the mediation of digital collaboration and the moderating role of individual innovative capabilities. The object of this study is the creative economy workers in Depok City. The sampling technique uses probability sampling with proportionate random sampling technique. The sample in this study was 204 people based on calculations with the Slovin formula. The analysis method used is descriptive analysis with SPSS 29.0, Partial Least Square (PLS) using the smartPLS 3 software application, and the Sobel test. The results of the study show that digital leadership has a significant effect on the digital skills of creative economy workers, mediation testing shows that digital collaboration partially mediates the influence of digital leadership on digital skills. Meanwhile, Individual innovative capabilities do not moderate the influence of digital leadership and digital collaboration on digital skills.