Pinch punch it’s August 1st

The latest in my Punch Punch series of posts, where I attempt to describe what’s going on under the Covid crisis using my finely honed poetry skills, 😜 with a slant on prevailing Customer Experience for us all

Pinch punch it’s August 1st
Lockdown is easing, being reversed

Businesses and offices are now resuming,
Pubs and bars welcoming people consuming

We want to stay safe away from the virus
The isolation however is starting to try us

Inspite of the crisis we’re currently enduring
Technology projects are rapidly maturing.

Agents working hard to service their customers’ needs
Customers queuing because no alternative feeds

Automation is desirable, else customers you’ll lose
Give them digital channels and see what they choose

Access when they need it to check something out
Agents are free when the complex ones shout

Human to human and voice is the best
And intelligent automation for the rest

Almost half will leave you if you don’t improve
This lack of choice and automation will force customers to move

So act right now and give us a call
To serve customers better not the few, but them all.

Pinch Punch it’s the first of July

This is my third and latest attempt at combining poetry with the #Covid_19 situation and our business engagement with #KoopidAI. I am kind of getting into the swing and hoping it tells a story (It works ok in my head). Here you go (with video link below also)

Pinch punch it’s the first of July
The days and weeks, they just fly by

The lockdown is easing, going back to work
Covid is still with us, but where does it lurk

Businesses are hurting, they’re battered and bruised
The new rules aren’t clear, I’m slightly confused

Pubs begin to reopen, just hear them cheer
We’ll soon be back there socialising with beer

The new normal is the central debate
Businesses are pivoting to keep the books straight

We continue to drive for an improved experience
Automating processes making customers delirious

Agents are freer for the more complex calls
Artificial intelligence catering where complexity is small

Getting Koopid up and running is surprisingly swift
The no code solution is simply a gift

From Monday to Tuesday is all the time we need
A clear map of workflow and we’re up to speed

Whatever your age and whatever your vintage
Digital and Mobile first is the greatest percentage

And there’s no need to rip and replace
Evolving new channels at your own pace

Pinch punch it’s the 1st of July.

Watch “Getting to know Dr Venky Krishnaswamy, founder and CEO of Koopid.ai” on YouTube

Developing the EMEA region for Koopid AI.

I had the pleasure of interviewing Dr Venky Krishnaswamy recently, and here is the recording. Venky is a two times Thomas Edison award winner, and CEO and founder of Koopid.ai https://youtu.be/SCm4tVu3k8I

If you prefer, you can add us to your podcast list and listen here https://soundcloud.com/user-62733583/meet-the-founder-dr-venky-krishnaswamy-koopidai?ref=clipboard

AI. Pinch punch it’s the first of July

I was thinking about the new month on Friday and always have a race to be the first to say “pinch punch”, especially with my cousin, and I begin to start dreaming about this in context of the current Coronavirus crisis and here’s the result. I hope you like it.

Update .. Added video here https://bit.ly/Trust-Pinch-punch

Pinch punch it’s the 1st of may
The days are flying by, dissolving away

Covid-19 has kept us locked down
And sadly for many they’re wearing a frown

The frustrations are plenty, reaching out for response
Call volumes are soaring, cant meet their wants.

Staff are furloughed, unable to work
They’re being sent home but not to shirk

The questions keep coming, but nobody is there
Automation could help but it’s relatively rare.

Businesses struggling with too few staff
The calls go unanswered, are they having a laugh

Wait times growing lengthy running to hours
We just need something processed to feel empowered

First choice is the smartphone to connect and reach out
But it’s hard to feel valued when you mess us about.

Your site says no contact, you’re all in turmoil
You’re not on your own, we are all going to boil

Nobody is winning, we are all coming last
We need you to help us and please do it fast

Instead of a human perhaps use AI
To automate process with a robotic guy

And when it’s all over, we would embrace IT
Mundane to the robot for access and speed,
And human to human, as its best, we’d accede

Coronavirus and the dispersed workforce

Covid19 & the dispersed workforce

There are it seems, hundreds of different job categories And I dare say that with all the subcategories an order of magnitude more.

The location at which your work is conducted does vary enormously upon the services you are providing, for example in the retail space with the exception of online services it’s very much a brick-and-mortar location and a face to face engagement, therefore, the work location is defined. However, for large swathes of other workers, the location is completely flexible, especially if all you require to carry out your work is a computing device, and telephone capability, plus of course an internet connection.

But it’s not always about what’s possible, because there are so many other factors to consider.

Working in a suitable environment covers a multitude of possibilities, such as having somewhere to sit (or stand) comfortably for several hours, somewhere to sensibly locate your computer, and of course you’ll need nearby power sockets. Decent lighting is also really helpful, as is natural daylight for many. Your location (home say) could be shared during the working day with others which could present challenges to the other or all parties. Some people struggle to work without having others around them, we are after all social creatures! So it’s far from straightforward for many.

Operationally, we know that the advent of cloud services has played a significant role in enabling remote working, but of course, there’s still hardware involved and hardware does occasionally fail, or when coupled with software, get its knickers in a twist and do weird things, causing you to be unable to fulfil your work commitments. Whilst software can usually be triaged and remotely brought back into service, hardware can prove a little more challenging. There are many moving parts to any business including its people, and dispersing the workforce does pose a whole bunch of new challenges, which are surmountable, but not always easily. If you’re able to travel relatively easily to an office location, then it’s an inconvenience to get problems resolved, but more remote workers could find this rather more disruptive.

Given that this is not an exhaustive look at the issues associated with managing a dispersed workforce, it does give us some ideas of the considerations when planning, especially when putting a business continuity plan in place.

So whilst many people have been remote office workers for some time, rolling out a blanket solution isn’t without considerable challenge.

I’m pretty certain that the current covid19 crisis has caught many businesses completely unprepared and realising that it’s not just a technology play.

If I can be of any assistance in your planning or implementation phases, please just shout

Is this a pivotal moment?

Image courtesy of https://www.dreamstime.com/farbentek_info

#COVIDー19 has caused mass disruption to every area of our society and we’re seeing major gatherings being understandably cancelled or with very poor attendance. We’re also seeing businesses taking decisions to stop their employees from traveling, even into the office. As a result, we’re all turning to alternative means to come together and unsurprisingly, vendors of said technologies are offering tactical solutions for those who are not well equipped. For many this will be little more than “business as usual”, but for significant numbers, this will be a massive change. The nature of the enforced change causes me to wonder if this will perhaps prove to be a very pivotal moment in history, when video calling and video conferencing, and collaboration realty comes of age…. Time will tell

How Koopid.Ai are disrupting the Contact Centre space

Here’s a short video explainer for Koopid.ai – and we’re exhibiting at the Call and Contact Centre Expo at the Excel on March 18th and 19th, so please come and say hello and learn more. This could be what your customers have been waiting for.

Want to chat? Then call us on 0800 999 1882 or mail me graham@koopid.ai

Thanks for reading and hope to connect soon

The reason we’re here.. – Customer Care Rules

Customer care rules www.customercarerules.com

As a customer of many organisations ourselves, we’re all extremely well placed to understand what good, or great customer service looks and feels like. So why is it that so many, especially larger organisations find it so difficult to raise their game? I can’t bring myself to consider that they just don’t care… But I am prepared to consider that they have priorities a little messed up, and perhaps they have a culture and/or technology issue too. The critical point of engagement for many businesses now, is not face to face, as most communication is via a mobile device. This could be a phone call, a webchat, a social media chat (publicly or privately), WhatsApp etc.. The medium itself isn’t the issue I don’t believe, but the customer experience (cx) is critical. There are a few possibilities here, and some or all will apply. 1. Too much automation… Lacking human empathy especially where things aren’t completely black and white. This causes frustration for the customer resulting in a seriously poor customer experience. 2. Agents who are poorly trained lacking empathy and probably critically not suitably empowered or even motivated. 3. Poor (or lack of) tools and processes and lack of information for the agents to be able to effectively handle some calls or enquiries. 4. Integrated systems… Often businesses operate with disparate systems that do not inter-operate and therefore access to appropriate and often critical information becomes unnecessarily difficult. The agents at the coalface are therefore ill equipped to address many of the customer’s issues. This leads to friction and a feeling that the customer just isn’t important. Own goal! Bold business leadership is called for, and this demands that customers are placed at the centre of the business strategy, so that the customer experience (cx) is an exemplar. Who’s bold enough to do this I wonder? It needn’t be overwhelming for the business. In fact I’d suggest this will inspire the business and raise the game – happy to help if you’d like

The reason we’re here.. – Customer Care Rules