In this post I am going to take a look at an industry and see how computers are utilized and how the utilization may be changing. I will also provide a personal opinion on where I think computer technology is heading in the industry that I discuss.
The industry I am going to look at is the call center industry because that is what I currently work in. It is important for people to understand computers and how they function because of the move to go from working in a center to being able to work at home. Once agents are no longer on site and able to have immediate hands on support with their computers it becomes important for them to be able to set up and do basic trouble shooting on their own machines. Computers play a huge role in providing access to the tools and information that agents and managers need in order to fulfill their job duties. Without computers there would need to be large amounts of manuals and hand books for agents to go through in order to find the information that they are looking for. It is also important for agents and managers to be able to effectively utilize their computers in order to be able to provide quick and effective service. I have interacted with people who did not know very much about computers and had trouble with basic functions such as opening the desired web sites or navigating around the desktop. For these individuals it was extremely difficult to grow and succeed simply because they were not able to reach the information they needed.
In the future of
the call center industry I definitely see a big integrations between artificial
intelligence (AI) and customer service.
Even now within my own company we have been discussing how AI can be
used to enhance an agents ability to provide service. By having a system that can pick up key terms
within a conversation and bring up the relevant information for the agents it
will save time having to find the information that is being discussed and allow
for agents to focus more on the customer interaction instead of manipulating
their tools.
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