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by Dameon Welch-Abemathy on October 1, 2007

Not so fast. What if you order buffalo wings and the local Pizza Hut doesn't have them (e.g. because they ran out or the owner doesn't believe in serving dead animals)? How about if the delivery driver is going to take a long time to deliver due to the number of incoming orders? Or knowing whether or not they can even deliver to you in the first place?
For this system to work, and work well, the entire supply chain needs to be monitored. The call center needs to know everything-and I mean everything-the local store knows. That includes status on various supplies, the location of the driver, what their workload is, and so on. Whether that is part of this VoIP rollout remains to be seen.
What do you think? Will VoIP help Pizza Hut's bottom line? Will it help or hinder customer service? Please place your thoughts in the comments.
Permalink: Pizza Hut Going VoIP?
Trackback: http://publish.creative-weblogging.com/publish/mt-tb.pl/93760
Mr Wong
Vote for Pizza Hut Going VoIP?:
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Rating: 9.00 out of 1 vote(s) cast.
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Response from:
Rick
(10/01/07 9:25am)
Good database information can aid them in those decisions. Today, call centers and data/information go hand-in-hand.
Response from:
tndaisy1960
(10/01/07 11:17am)
Sounds like a "recipe" for disaster to me. Oh well, they'll figure it out eventually.
Response from:
Dameon Welch-Abernathy
(10/01/07 12:51pm)
Information is one thing, having it up-to-date and in a form the call center personnel can make use of is a completely different thing.
Response from:
Francis
(10/01/07 2:09pm)
The introduction of disruptive technology causes, well, disruption. Pizza Hut might hit a few snags early, but its VoIP call center implementation will ultimately improve efficiency & even allow for home-based agents.
Response from:
Dameon Welch-Abernathy
(10/03/07 2:19am)
Nwe technology always creates new problems, but they eventually get solved. The question is: how much market share will they lose in the process?
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