How the technology meets their needs:
Laptops meets worker needs by helping them to be able to take their work wherever they wanted, saves owners of laptops from being strapped to a desk all day, but having a laptop it can be taken anywhere you like.
, just like a notebook can save a document on it and take the laptop with you to show someone or something like that etc…, it helps workers communicate with other people using emails, gives them the internet if installed to research anything they like, and databases which can be used on laptops are a good easy way to store information showing it clearly and boldly to read.
Consequences of not having this technology:
If businesses and workers did not have access to this technology big problems would be caused, they’d need to work in office where the computers are plugged into electricity unlike laptop would have been wireless so could be taken wherever owner would have liked, big computers were used taking a lot of room and space, methods of communication would only be by post so it’s a slow method of communication with suppliers and customers, all documents and letters would have to be hand written taking longer and not looking so neat and if internet is accessed it can only be used where the computer is plugged into.
CALL CENTRES:
Call centers are used for the purpose of receiving and transmitting a large volume of requests by . Call centers are operated by a to administer incoming product support or information inquiries from consumers. Outgoing calls for , clientele, and debt collection are also made. In addition to a call centre, collective handling of , , and at one location is known as a contact centre .they are often operated through an extensive open workspace for , with work stations that include a computer for each agent, a set/ connected to a , and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate , including , and . Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called (CTI).
Benefits:
There are a range of benefits for using ict in call centes, it gives more accurate consistent answers, the quality of the service improves, organisations are then able to recruit from a much broader pool of available specialists, ensuring they can recruit the highest quality agents and deliver a high quality of service to customers, there is a reduction in agent churn, home based agents enjoy a net benefit equivalent to 15% increase in salary- as a result of travel to work time being eliminated since some people are starting to work at home, there is a greater flexibility in work when people work at home (using computers).
How they use this technology?
Technology is used in a range of ways - businesses use CTI-Computer Telephony Integration, CTI connects together the computer and the telephony applications, Management Information Systems are used ,it creates a picture of what's happening at the current time, ACD-Automatic Call Distribution are used to provide either as a stand alone system or what most people do as part of a main telephone system, reports showing information such as the number of calls received, number of calls answered, number of abandoned calls, average answer time and call duration come from the ict used, Call Monitoring/Voice Recording can be used in two ways. One way is for the supervisor listening to calls taken by an agent on a second headset on the turret or from the supervisors terminal.
How the technology meets their needs:
The technology meets their needs by recording previous calls in case are needed to be played again, CTI technology meets their needs by connecting together the computer and the telephony applications, the management information systems helps them since real time information creates a picture of what's happening at the current time, fax machines helps as they can communicate with customers and suppliers, Emailing is used for internal and external communication, databases are good to keep mailing list of customers etc…, Spreadsheets are good for call centres to help set up business plans etc…
Consequences of not having this technology:
If ict technology was not available to call centres then, instead of storing things on the computer they would have to have filing cabinets to store all the files and paperwork, instead of using telephones for phone calls people could write in with letters, less people would communicate with the business since emailing cant be used neither can fax machines or telephones so everyone would have to write in which takes time so there would be much less business, more staff would need to be employed to do the things the computers, used to do and employees would have to write out business plans, spreadsheets, databases etc.. by hand which takes more time and doesn’t look as neat and impressive.
TELEWORKING;
Telecommuting, or working from home is a arrangement in which employees enjoy limited flexibility in working location and hours. In other words, the daily to a central place of work is replaced by links. Many work from home, while others, occasionally also referred to as nomad workers utilize mobile telecommunications technology to work from coffee shops or myriad other locations. The adoption of promoted sharing of resources, and computing allowed for even greater decentralization. Today, can carry PCs around which they can use both at the office and at home (and almost anywhere else). Telecommuters are linked to their home office by using , virtual private networks, and similar technologies to collaborate and interact with team members.
Benefits:
Benefits of using ict in teleworking include, in case employee hurts his/herself then they can work from home for the period that they have to rest therefore they don’t loose their job or fall behind, skilled employees can be retained by offering them more flexible working conditions (at home) ,employers save on heating, lighting and space since more people are working at home not in the office ,there's a significant improvement in overall productivity when people work from home ,less money to pay for transportation and car insurance, there will be an increased motivation of teleworkers- every year about 250,000 people become teleworkers
How they use this technology?
Teleoworkers use the technology by using the internet for research, using emails to send information or requests to co workers or if help is needed sending letters asking for help from technicians and other staff etc…, using Microsoft Word for writing up letters and information needed to be stored, making spreadsheets to store financial information, just being able to use computers is how they use technology, fax machines used to send and receive data and information, graphics to create a high quality commercial documents i.e. design logo, headed stationary, business cards etc…, database to keep a mailing list of customers.
How the technology meets their needs:
Technology meets the needs of teleworkers by allowing employees to work at home, allowing them to send emails to co workers in case have any technical problems, use of databases to keep a mailing list of customers. spreadsheets being used to set up business plans, using Graphics on the computer to create high quality commercial documents i.e. design logo, business cards etc…, having a fax machine meets their needs by giving them a quick way to send and receive various documents to other employees
Consequences of not having this technology:
Consequences of teleworkers not being able to access ict causes huge problems - research would have to be done from magazines and books as there’s no internet access, letter have to be sent by post or use mobile phones or fax to talk to colleagues instead of emails as there’s no ict access, logos and business cards will have to be hand written as there’s no ict access. There will have to be a filing cabinet of customer names as a database cant be used also much more filing cabinets will need to be used to store documents and papers as there’s no computer holding all information.