Categories: work
Date: 10 May 2006 06:56:36
Some very nice comments on my performance of late: one shouldn't have to rely on praise: but it does help. ;-)
I have, in consultation with our Call Centre, made some modifications to the Call Centre software (which I developed with the Call Centre Team Leader late last year) to make it more friendly and to provide more information: and to present this information in a clearer format. Four people are testing it this week before it is inflicted on all, and it seems to be going well. Those testing have found a few issues and have also identified some areas they'd like changed to make it simpler: happy to do it -- it keeps me busy and employed!
We've also developed similar programs for the other departments here to help them rely less on paper records as well as providing an easy-to-use interface where they can enter the information required easily, as well as having reports and other utilities to help them analyse and view this data. There have been a lot of changes in the last year or so, from an old (1994?) character-based program with no capability for mouse usage and esoteric key commands to a new GUI system. I'm not for change simply for the sake of it: if the character-based program works well and it can be used, use it: but this particular software was no good for a Call Centre environment.
Many paper forms once used have been replaced with electronic forms: and both the Call Centre operators and those who process the forms say it is far easier [and it saves on paper]. E-mailing and faxing of reports direct to customers via the PC has been implemented: again, Call Centre staff seem happy. I received several e-mails thanking me and saying how wonderful it was to be able to do this: a nice change -- IT staff generally only get complaints!
I do enjoy seeing programs I develop assisting others: that is why computers are there. I'm not sure why people often put up with software that is cumbersome to use: I suppose they may not realise it can be bettered. And people do get used to something and get to know it, and any quirks: always resistance to change. And of course there is the fact that money is limited. But I do get some sense of pride that the little I do is making some difference in easing people's work lives.