信息技术对瑞士客户服务中心服务提供的影响

IF 2.4 Q3 COMPUTER SCIENCE, INTERDISCIPLINARY APPLICATIONS International Journal of Information and Learning Technology Pub Date : 2022-02-11 DOI:10.53819/81018102t5046
Auseklis Lichtsteiner
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引用次数: 0

摘要

技术对当代客户服务至关重要。事实上,资讯科技已领导并继续为提高服务提供的效率和表现作出贡献。该研究旨在审查它在加强瑞士客户服务中心的服务提供方面的作用。因此,任何现代技术的获取和应用都应考虑到重要的利益相关者。服务组织实际上已经利用技术来提高他们的绩效。互联网有能力把大量的选择直接送到客户手中,并实际上提高了全球化的速度。那些注重发展和改进的组织需要对技术进行投资,因为它对服务的提供有影响。该研究采用描述性研究设计。目标人群包括顾客。特别是,目标种群为400只。数据收集工具包括调查。利用描述性统计和推理统计对数据进行了分析。研究表明,技术的使用对提高客户服务中心的服务质量有积极的影响。资讯科技是加强向客户提供服务的关键。技术采用水平影响服务的提供,这表明如果客户服务中心在运营中提高创新水平,那么服务的提供效率也会提高。该研究建议,客户服务中心必须确保他们采用技术来改进服务交付。为了增加服务供应,许多服务需要由客户在线使用。
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Influence of Information Technology on Service Delivery among the Customer Care Centers in Switzerland
Technology is essential to contemporary customer service. IT has actually led and continues to contribute to enhanced effectiveness and performance in service delivery. The study sought to examine the role of it on enhancing service delivery in customer care centers in Switzerland. The acquisition and application of any modern technology should consequently be done with the vital stakeholders in mind. Service organizations have actually made use of technology to enhance their performance. The internet has the ability to bring lots of choices right into the hands of the customer and has actually enhanced the speed of globalization. Those organizations which are focused on development and improvement are required to invest in technology as it has an influence on service delivery. The study embraced the descriptive study design. The target population consisted customers. Especially, the target population was 400 individuals. The data collection tools consisted surveys. The data was analyzed making use of both descriptive and inferential statistics. The research concluded that the use of technology has a positive impact on enhancing service delivery in the customer care centers. Information technology is essential in enhancing services delivery to the clients. The level of technology adoption affects the service delivery which indicates that if the level of innovation is enhanced in the operations of the customer care centers, after that the efficiency in service delivery will also increase. The study advises that customer care centers must ensure that they take on the technology for the improvement of service delivery. A lot of the services need to be used online by customers in order to increase service provision.
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来源期刊
International Journal of Information and Learning Technology
International Journal of Information and Learning Technology COMPUTER SCIENCE, INTERDISCIPLINARY APPLICATIONS-
CiteScore
6.10
自引率
3.30%
发文量
33
期刊介绍: International Journal of Information and Learning Technology (IJILT) provides a forum for the sharing of the latest theories, applications, and services related to planning, developing, managing, using, and evaluating information technologies in administrative, academic, and library computing, as well as other educational technologies. Submissions can include research: -Illustrating and critiquing educational technologies -New uses of technology in education -Issue-or results-focused case studies detailing examples of technology applications in higher education -In-depth analyses of the latest theories, applications and services in the field The journal provides wide-ranging and independent coverage of the management, use and integration of information resources and learning technologies.
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