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.
Shane, S.A. (2008). Technology strategy for managers and entrepreneurs. Upper Saddle River, NJ: Pearson/Prentice Hall.
Sharp, D.E. (2003). Call Center Operation: Design, Operation, and Maintenance. Maryland Heights, MO 63043: Digital Press/Elsevier Science.
