Semakaleng Portia Mabotja, Sharol Sibongile Mkhomazi
Abstract
In order for Government to improve public service delivery and to be transparent, the services of a Contact Centre are pivotal. The Contact Centre Industry is one of the fastest growing globally and it has become a vital foundation for businesses to communicate with customers. The purpose of this paper is to examine the usefulness of technology in a Contact Centre environment.
Questionnaires were self-administered. The Statistical Package for the Social Sciences (SPSS) was employed for the analysis of data. The findings highlighted that the usefulness of technology in a Contact Centre have a high degree of influence on the excellence of service results. The findings further confirm the fact that many service failures arise due to the lack of training provided to employees regarding the technology.
The study suggests Departments and Organisations take training seriously since it is crucial in the Contact Centre. It is concluded that the use of technology within the Contact Centre has changed the way tasks are performed. Having useful technological tools in the Contact Centre sector makes working conditions simpler, staff more efficient and this results in providing quality customer service.