A Short Guide To The Evolution of IT
The next decade is going to witness considerable changes in the way businesses operate. Those who succeed will make the best use of both in house and specialist external knowledge using a combination of traditional workflow functionality, and commoditised technology.
As the world economy starts to grow again, a wealth of specialist ‘contractors’ will emerge, skilled and ready to provide services to corporations on demand.
Whilst most organizations will retain core skills, those who handle peaks and troughs in business volumes the most effectively, will be those most able to tap into an on demand global resource pool as required.
Right Sourcing - Using available resources in the best appropriate way
This term has started to become a mantra for large organizations that have seen the downside of 'lift and shift' approaches to outsourcing operations.
Now mindful of the impact on customer service, reputation, privacy and work fulfillment accuracy, companies will look for a more 'blended' model where they can be confident in moving selected parts of an operation to a lower cost workplace.
This, however, presents the challenge of providing a consistent, high quality business process along with all the right customer information, across a distributed workforce.
Similarly if there is no quick and easy mechanism to transfer work and activities between hosted and outsourced operations, achieving the optimal blended model is difficult.
This is where robust work management technology is necessary to ensure that the right work is delivered to the right point in the process at the right time no matter where geographically the operations teams may live.
Contemporary workflow systems have the ability to prioritize and route activities in accordance with work volume, skill level and capacity.
Similarly, having technology that spans across all sources of data, back office systems and activity types, ensures that business have an end to end view of their customer service operations.
