tag:blogger.com,1999:blog-10124852.post111400356440899857..comments2023-03-17T22:02:34.195+11:00Comments on This is the old ChiefTech blog...: Service or self-service?James Dellowhttp://www.blogger.com/profile/11816163470369202593noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-10124852.post-1114489037710292502005-04-26T14:17:00.000+10:002005-04-26T14:17:00.000+10:00James,That quote from the Gartner article brings u...James,<BR/><BR/>That quote from the Gartner article brings up an interesting point. You can't always rely on automating things with clients to reduce the resources required by that business process.<BR/><BR/>In the case of self-scanning, the queues may actually get longer during those peak times (e.g. pension payday) when many older people are scanning their own products. The required response may be to have more staff on at those times to handle other customers.<BR/><BR/>Automation that gives customers more control will probably win you more customers at the end of the day - after all, everyone likes to have their needs respected - but it won't necessarily save you money or resources.<BR/><BR/>Thanks for posting these links, there is some interesting reading there.Falkaynhttps://www.blogger.com/profile/13474476407114622880noreply@blogger.com