Forum Issue

Evaluation: Avoiding an innovation trap

Test your evaluation skills and spot the potential trap(s).
Read the first part of the following case study. Then think about the implications of this for call centres / contact management / customer relationship management (CRM). It presents opportunities for CRM but can you also identify any potential risks or threats arising from the very same set of opportunities?

Internet and ICT: Benefits

• affordable opportunities in a global market place;
• higher profits, resulting from low infrastructure costs; and
• higher profits, resulting from efficient processes.

However, the largest cost in your organisation is probably assigned to your greatest asset: your staff. Therefore, it is important that all members of staff work efficiently and effectively. To achieve this and the above benefits, your staff need to be trained in the following:

• effective communications;
• making excellent use of technology; and
• the development and application of efficient business processes.

Of course, there are other training aspects to consider such as continual professional development, investors in people, and the specific skills necessary for the role of each individual. Not to mention having a well motivated workforce.

Spot the trap

What are the potential risks and threats of this above scenario?

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