I have been able to look at our account online and it still says the payment is complete and no activity. Cabela’s call center needs to either employ more people to deal with the increase of calls or maybe figure out if there is a problem with the recording or placing one on hold. “To improve service quality, technology must continue to play a critical role in establishing the competitive position of service organizations in the twenty-first century” (Fisk, Grove, & John, 2008, p. 42). The improvements start with the realization of the problem. I truly don’t feel that the corporate office at Cabela’s feels there is an issue with the call in process and decides to employ less workers to save money. However this move to save money by limiting workers is causing much grief to many people. The text states “employment levels are another potentially negative effect of technology. In many service industries, employment levels may fall in absolute terms as technology replaces workers or reduces the need for them” (Fisk, Grove, & John, 2008, p. 42). Technology, like I stated before, is one of the best and can be one of the worst improvements to a business. The main issue with Cabela’s call center is not only the lack of employees to answer all the calls coming in but also what is known as time sink where “waiting time increase when a new technology operates more slowly than the prior technology” (Fisk, Grove, & John, 2008, p. 43). Another issue is known as Hi-Tech versus Hi-Touch. If only I could talk to a person when I first call the phone number and not have to sit and wait for the recording or menu choices to go through and not having an option to choose from. The issue of eliminating person to person interaction and moving more towards electronical interactions is extremely frustrating because we just want to talk to a person not
I have been able to look at our account online and it still says the payment is complete and no activity. Cabela’s call center needs to either employ more people to deal with the increase of calls or maybe figure out if there is a problem with the recording or placing one on hold. “To improve service quality, technology must continue to play a critical role in establishing the competitive position of service organizations in the twenty-first century” (Fisk, Grove, & John, 2008, p. 42). The improvements start with the realization of the problem. I truly don’t feel that the corporate office at Cabela’s feels there is an issue with the call in process and decides to employ less workers to save money. However this move to save money by limiting workers is causing much grief to many people. The text states “employment levels are another potentially negative effect of technology. In many service industries, employment levels may fall in absolute terms as technology replaces workers or reduces the need for them” (Fisk, Grove, & John, 2008, p. 42). Technology, like I stated before, is one of the best and can be one of the worst improvements to a business. The main issue with Cabela’s call center is not only the lack of employees to answer all the calls coming in but also what is known as time sink where “waiting time increase when a new technology operates more slowly than the prior technology” (Fisk, Grove, & John, 2008, p. 43). Another issue is known as Hi-Tech versus Hi-Touch. If only I could talk to a person when I first call the phone number and not have to sit and wait for the recording or menu choices to go through and not having an option to choose from. The issue of eliminating person to person interaction and moving more towards electronical interactions is extremely frustrating because we just want to talk to a person not