Dave Salisbury considers academic studies and
explores how the leaders of contact centers can improve technology to take
advantage of the creation of an adaptation culture.
Technology is a tool like a hammer.
The role of the technology is to act a neutral
part in relation to human relations. The technology is a tool such as a hammer
intended for a particular purpose, which includes the potential for good or
illness, which provides a certain role and serves as a certain role. Technology
is not positive or negative, and has no matrix value, except approaching to
seriousness - is these technologies fill the paper that was designed for or
not? "(Budworth and Cox, 2005, Ertmer, 1999, Ropohl, 1999). Technological
philosophy, detailed ROPOHL (1999), provides more detailed information on the
basis of the main main issues, leaders and organizations daily when
technologies and people are combined. However, always in the application we
find managers trying to create technology more than technology, may be a
neutral variable in human technologies, while disappointing culture and other
organizational changes.
Automatic dishwasher is an example: if the
plates are contaminated with dirty, and they go into a dirty, malfunction with
technology instead of human interaction in working relationships.
The system works slowly.
Recently, I called customer support service,
and I heard at least five times on a 10-minute phone call, "Single
System", "The computer does not work properly," or some other
such agent justifies, so I can't Answer client questions how many times have
you heard human resources? "The car will not begin," "My GPS
gave me instructions," or, my personal favorite, "failed." The
technology is not to blame as a neutral variable; Human interaction with
technology - where there is a failure.
The application of technology to leadership
and organizations can be subsidized by Wixom and Todd (2005), since they quote
FishBein and Ajzen (1975) on a specific principle of TRIST (1981) and
applicable here ", so that accurate prediction, beliefs and relationships
should be refined In accordance with the time, objective and contexts with the
behavior of interests "(Wixom and Todd, 2005, p. 89). Virtual and not
virtual equipment are associated with specific behaviors of those that are
carried; User relationships predict beliefs and flow into production,
especially in call centers and other positions of the first line / customer
orientation. The technology carries out leadership to the possibility, but the
potential cannot be made, unless the leader knows how to use negative beliefs,
a nucleate a real problem, refers to the problems of the user, and then
redirects negative in neutral performance or positive.
Expanding user capabilities with feedback 360
degrees
360 degree feedback scheme
The response to the leaders who need to take
advantage of the beliefs of users is adequate communications that help
technologies are described in detail London and Beatti (1983). Authorized a
user with a feedback of 360 degrees, an authorized leader to another 360 degree
feedback channel and operate the third channel for feedback feedback
360-degrees is placed by the user on the driver's seat to improve your beliefs
and technological relations. ROPOHL (1999) and Omar, So Nawavi (2012) are
combined to complete the puzzle to address how technologies apply to leadership
and virtual equipment, emphasizing the element of people in the technological
equation. Omar et al. (2012) Claim: "... technological potential refers to
the potentials of the organization for the implementation, development and use
of technological resources and integrate them with other additional resources
to ensure differentiated products and services. The technological potential is
incarnated not only in the knowledge and skills of employees [in combination
with] the technical system, but also in the system, values and control
standards "(Omar et al., 2012, p. 211).
Since the image is reflected in the
convergence of three channel feedback channels of three 360 degrees, the
binding energy is enhanced by the technology used as a neutral variable in the
technology of human technology. If the technology failed, relations remain in
the channels, and the relationship is not divided or closed. When discussing flexibility
and adaptation in organizations, clear understanding of technology and
communication Empoder