|Optimizing technology in the contact centre
If contact centre managers, and those responsible for the centre's technology, are to meet the ongoing demands of customers, a well defined product and technology road map is essential.
Contact centre technology initiatives are now viewed as being equally as important as other key components of the business.
Fundamental to this is that it is not technology itself which makes a difference to business operations, but how this technology is applied. “Benchmarking technology in the contact centre is about understanding how to use technology to achieve business aims,” says Bradley Hemphill, Managing Director of Electrical Engineering Solutions (EES), which has specialist experience in communication networks and related information technology (IT). read more
Energy dashboards – the key to sustainability
Pivotal to the fast-accelerating global emphasis on green in non-residential construction, is the Energy Efficiency Education Dashboard (EEED). The EEED can be seen as the conduit or medium that ensures business intelligence – technology and collected information – is interpreted in the correct way and results in energy efficiency and sustainability.
Bradley Hemphill, Managing Director of Electrical Engineering Solutions (EES) explains that technology can only make a real impact if it is converted into comprehensible information which will guide the user towards a desired objective or outcome.
“Technology alone is not good enough,” he stresses. “What is critical is how the mechanics of technology can be transformed into information that can be understood, interpreted and used by staff, building occupants or the public.” read more
|From My Pen
Green technology forges ahead
Currently receiving increasing attention in the telecommunications industry and related press, is the role virtual technology has to play in the contact centre.
Electrical Engineering Solutions (EES) is proud of the contribution it is making to this industry as a consultant to the Stellendale Park project – a R1.5 bn telecommunications 'city' in Kuils River, a few kilometers from Cape Town International Airport.
Stellendale Park is believed to be the first purpose-built precinct of this kind in South Africa, and according to Project Director, Peter Grobbelaar, it will compare favorably with contact centres and other Business Process Outsourcing (BPO) set-ups in North America, Europe and Asia.
This telecommunications hub will provide all the essential features required by the BPO industry. Grobbelaar says that energy features will include an uninterrupted power supply (UPS) and high-speed fibre optic links, with built-in redundancy, to a number of telephone exchanges.
Construction on Stellendale Park is expected to begin in January 2010, and should be completed within five or six years.
Crucial to technology in the contact centre is the way technology is applied, as conveyed in 'Optimizing technology in the contact centre'.
In the same vein, the second article in this newsletter, 'Energy dashboards – the key to sustainability', also emphasizes that technology alone is not enough. What is crucial is how technology can be transformed into information that can be understood, interpreted and used.
More information on this, and related technology issues, can be found on our newly designed website.
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