Mark, On 8/3/12 10:38 AM, Mark Mwangi wrote:
Throwing technology at a human problem will not make it go away.
Is the glass half-full or half-empty?. I would prefer to say, "using technology to improve efficiency" is the objective. Efficiency is two way; 1. From the walk-in customer point of view i. How long does it take to be served 2. From an organizational point of view. ii. Efficiency of service delivery In the absence of such systems, it is difficult to enhance efficiency in such a workplace. Such systems can provide you useful data such as; 1. What are most issues being resolved about 2. What are the average wait times 3. Are the resources provided adequate (HR, computing, etc...) 4. etc It is through such information that an organization can make improvements and adjustments to better serve its customers. For instance, it would be possible to know if there are fewer agents at the counters and what times of the day. It would be a simple option where an extra agent is brought it to assist during the peak times. The impact that would have would be priceless to the organization. Regards, Michuki.