Mark,
Is the glass half-full or half-empty?.
On 8/3/12 10:38 AM, Mark Mwangi wrote:
> Throwing technology at a human problem will not make it go away.
>
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.
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