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Having identified the needs of the call center, mapping the required technologies ensures that mechanisms are in place to meet these needs.
Using technology road mapping, the call center is able to plan and coordinate any technological developments. This way any technology developments will have a specific purpose, and unnecessary developments can be avoided. This will save the call center revenue as only required technologies will be developed. Mapping technologies also assists in identifying technologies that have become obsolete. Obsolete technologies could be costing the call center in terms of profits as their maintenance and support does not contribute to the call center's performance. Obsolete technologies, or technologies that are not been used would then be removed, and only required and relevant technologies would be used within the call center.
Conclusion
Call centers all over the world require the same technological management. Technologies used within a call center are aimed at improving the call center's productivity and delivery of service. The technologies are also needed for improving the call center's proficiency. Managing these technologies is vital for any call center. This is because the...
Technologies are changing quite fast, and there is need for a call center to monitor these changes. Technology management provides the call center with the opportunity to monitor its technologies, and future technologies.
References
Butler, D.L. (2004). Bottom-Line Call Center Management. Abingdon, Oxon OX14 4SB: Taylor & Francis.
Loader, D., & Biggs, G. (2002). Managing technology in the operations function [electronic resource]. Oxford, UK: Butterworth-Heinemann.
Maizlish, B., & Handler, R. (2010). It (Information Technology) Portfolio Management Step-by-Step: Unlocking the Business Value of Technology. Hoboken, NJ: Wiley.
Millett, S.M., & Honton, E.J. (1991). A manager's guide to technology forecasting and strategy analysis methods. Columbus, OH: Battelle Press.
Role of Technology in Corporate and Social Responsibility Insider trading. The insider trading case that has become most prominent is that against Raj Rajaratnam who ran the hedgefund Galleon Group, and was charged along with his co-defendant, Danielle Chiesi, a former consultant with New Castle Funds, LLC ("Insider Trading," 2010). Rajaratnam was convicted of 14 counts of insider trading, which makes this case the largest scheme concocted by a hedge fund
Management Technologies in American Corporations An exploration of knowledge organizations and their management of information using both the Internet and digital means This paper will explore the pros and cons of both, and make recommendations for implementing them into companies, both large and small, and finally show real-world examples of these technologies in use in some of the most prominent American companies today. Today, we live in a very complex world. Technology
In my opinion, this is one of the most important and difficult phases of the process and UMT has developed an unique tool, a tool which represented a significant part of its success on the market. Selecting the projects is not only an economics activity where a company is limited by a set of constraints and it needs to work out which projects it should best work on within
For example, client X required a dashboard where each of the projects' variables would have been automatically calculated and a red-yellow-green would have been awarded to each of the project, in order to determine the project's status at a certain moment of time. Another client using the same product required that the red-yellow-green grades should be noted manually, with comments and motivations in each case. As such, for a
Also, while there are numerous similar products being sold in the market, the Apple products make statements, and this -- combined with the multitude of features and the high quality -- stimulates clients to pay the larger price for the Apple products. Apple's interest in the consumers and what they have to say is immense and it can be observed in all instances, from the manufacturing of the products to
A third real-life example are the pervasive Healthcare Information Systems (HIS) and Patient Information Management Systems (PIMS) that form the backbone of any healthcare facility. These are systems that capture all relevant patient demographic, treatment and health-related data in addition to showing the specific costs of treatment and profits as well (McGurkin, Hart, Millinghausen, 2006). In short, these systems form the basic financial structure of a healthcare systems. There are