Expert sees happy future at call centres thanks to IT

first_img Comments are closed. Expert sees happy future at call centres thanks to ITOn 18 Sep 2001 in Personnel Today Related posts:No related photos. In the technologically driven world of tomorrow, hospitals will be run bymachines and call centre staff will enjoy their roles, an expert claims. Ian Pearson, chief futurologist of British Telecom Labs, said customer carewill dominate employees’ working lives as technology increasingly performsfunctions. He said, “Technology is accelerating rapidly to transform the way inwhich existing jobs work. “In call centres, for example, there will be a transformation of theway in which employees work as they will be able to concentrate more on thehuman aspects of the job and leave the technical side to machines.” He cited Cisco, which uses only three people to process expenses for 38,000employees, as an example of how automated services can become. “The majority of enquiries to call centres are transactional and willbe carried out automatically in the near future, leaving the workforce free toconcentrate on reassuring customers, dealing with more complex issues, andproviding a better service for consumers,” he said at the Scotsoft 2001Conference in Edinburgh. Pearson can even envisage machine-run hospitals. “Diagnosis can alreadybe done more effectively with a machine. Consultants’ skills will be availableonline, and I think that surgery will soon be carried out by machines. But wewill need more nursing staff to provide the caring qualities,” he said. Previous Article Next Articlelast_img