ICT systems used in diffrent working styles

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Laptops are stating to be used more and more as they improve in technology. Before it was all computers, big bulgy computers and then the laptops in which you could carry them around with you anywhere, maybe while travelling and the internet would still be accessible and so maybe going to work and something needs to be finished off, on the train it can be easily finished.

Laptops are also very cheap, they cost around the same amount as computers and so are even better technology yet cost the same amount. Benefits: There are many benefits of using laptops incluse there being greater flexibility, computers are not restricted to physical network points. Costs are reduced, both capex (i. e.

reduced cabling and installation time) ,there’s less disruption for installation in an existing office, it provides opportunities for workers not to be bound to a desk in a stuffy hot office but outside where there’s fresh air, it makes the company look updated and have a better image so more people would go to that company ,laptops are small and easy to carry around ,and they can be used in many places with wireless technology, it is much easier to exchange files with other people when using the laptop and only little additional training is needed for people to use laptops if they know how to operate an desktop computer.

How they use this technology? The technology is used in many ways to help businesses run, here are some of the jobs the laptops do- Wireless local area networks are used on laptops which sends electromagnetic waves rather than wires to transmit data between devices making it easier to use, Wireless area network using WiMAX is a developing technology that provides broadband connectivity on laptops, emailing to send information or requests to other workers, internet for research and emailing, databases to store mailing list of customers for work, word processing software to type up information and letters etc… , and the laptops are also used to design logo’s and advertisements for businesses.

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 telephone. Call centers are operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre they are often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.

It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (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.

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