Role of managing technology in research paper

Paper type: People,

Words: 427 | Published: 03.26.20 | Views: 505 | Download now

Administration Role, Task Portfolio Administration, Forecasting, Efficiency Management

Excerpt from Study Paper:

Mapping technologies ensures that almost all technologies inside the call center happen to be geared towards reaching a specific target. Having identified the requires of the customer service, mapping the mandatory technologies helps to ensure that mechanisms happen to be in place to meet these requires.

Using technology road mapping, the call centre is able to strategy and synchronize any technological developments. By doing this any technology developments may have a specific goal, and unnecessary developments may be avoided. This will likely save the decision center revenue as only required systems will be developed. Mapping technologies also aids in determining technologies that have become out of date. Obsolete technologies could be priced at the call centre in terms of profits as their maintenance and support does not contribute to the call center’s performance. Obsolete technologies, or technologies which are not been used would in that case be eliminated, and only necessary and relevant technologies can be used within the call center.

Bottom line

Call centers all over the world require the same scientific management. Systems used in a call center are aimed at enhancing the call center’s productivity and delivery of service. The technologies are needed for increasing the call center’s proficiency. Controlling these systems is vital for just about any call center. The reason is , the call centre requires the very best available solutions in order for it to minimize its functional costs and boost earnings. Technologies happen to be changing quite fast, and need for a call center to monitor these kinds of changes. Technology management supplies the call center with the opportunity to screen its systems, and upcoming technologies.


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Loader, D., Biggs, G. (2002). Managing technology in the procedures function [electronic resource]. Oxford, UK: Butterworth-Heinemann.

Maizlish, B., Handler, R. (2010). It (Information Technology) Profile Management Step-by-Step: Unlocking the organization Value of Technology. Hoboken, NJ: Wiley.

Millett, T. M., Honton, E. L. (1991). A manager’s tips for technology foretelling of and approach analysis methods. Columbus, ALSO: Battelle Press.

Shane, S. A. (2008). Technology strategy for managers and entrepreneurs. Top Saddle Riv, NJ: Pearson/Prentice Hall.

Well-defined, D. Elizabeth. (2003). Call Center Operation: Design, Operation, and Maintenance. Maryland Heights

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