The older approaches which consisted of manually processing requests or transactions from customers at the time expense of the employee. Now, this is being replaced by automated systems that can process these requests on-demand to allow for faster, smoother transactions. Also, on the customer service end, businesses' customer service availability was dependent on the amount of representatives that were available to respond to customers' request. This meant that businesses' customer service could only be open during the main business hours (i.e. 9 A.M.-5 P.M.), unless the employers wanted to pay more to have night shift representatives. Now, requests may be processed on a company's website and could be responded to during the next business day. Thus, customer support is more convenient and allows every request to be answered.
Another big change is that more work can be done in various places; such as on job-sites or at home. That said, more work can be done and job-site visits can be more productive. Overall speeding up procedures and lowering costs.
I work in retail, and IT has made a vast improvement in day-to-day work, especially involving relationships with customers. Web links that give our customers an opportunity to give feedback on the overall service they received is a great example. We can take their feedback and apply it to future situations.
Source:
http://www.rogerclarke.com/SOS/ITImpacts.html#Wk
Another big change is that more work can be done in various places; such as on job-sites or at home. That said, more work can be done and job-site visits can be more productive. Overall speeding up procedures and lowering costs.
I work in retail, and IT has made a vast improvement in day-to-day work, especially involving relationships with customers. Web links that give our customers an opportunity to give feedback on the overall service they received is a great example. We can take their feedback and apply it to future situations.
Source:
http://www.rogerclarke.com/SOS/ITImpacts.html#Wk
Although technology has improved the speed at which transactions and requests can be processed in the work environment, the one down side to that technology is that your employees have to be trained in how to use it. The younger generations that have grown up with later technology have no problem adapting to the changes in the workplace today, and keeping up with what is expected of them in regards to being technologically savvy. However, I have witnessed a problem with older people that are still of working age that are having problems keeping up with the changes. Because of their inability to adapt and keep pace with the younger kids, they are sometimes being excluded from the work force. It makes you wonder how things will continue to advance as we age - will we will be able to keep up with changing technology in our 30's, 40's, 50's and beyond?
ReplyDeleteThis is a very good point. I have seen first hand some of the struggles the older generation has had when it come to technology. I really don't believe there is much they can do other than adapt or risk being excluded from the workforce. As companies continue to compete in the market place and try to figure out ways to increase the bottom line new technological advances will always be prevalent.
DeleteDana makes a good point! I agree IT has made work easier and cut out the unnecessary manual process (especially in retail jobs). But depending on what kind of service is being done I still prefer having a REAL person help me. But that also depends on how efficient a company's IT service are which makes a big difference but it helps cut out time.
ReplyDeleteYou both make excellent points! IT has created many advantages for the work place and is continuing to advance and become more complex at times. The only thing we can do is try to stay up to date ourselves on the continued innovations in IT over the next several years. One way to keep yourself up to date is reading blogs such as MIT's blog, reading magazines, or other materials that will help keep us in the loop of knowing what to expect and how to handle it before it happens.
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