It often feels like there’s always someone trying to sell us something doesn’t it?
And that’s certainly true to some degree, because there’s always something new to be sold. That’s the nature of innovation and progress.
However, there’s often a lot of great technology already invested within a business, but it’s just not been put to good use for some reason. It could be lack of knowledge, or loss of knowledge with staff movements, or supplier relationship continuity issues. Whatever the cause, help is at hand
As experienced business and technology consultants, Trust Business Partners offer technology agnostic consultancy that help you evaluate your position and plot a map of development activities to get you where you want to be, and no product brochures in sight.
If you’re keen to grow and develop your business and don’t think you need even more technology adding, then contact us to find out how we help.
Here we are again, another month has passed and my creative juices have been at work to continue the story of Covid, lockdown and customer experience around the Contact Centre. Enjoy and let me know your thoughts
Pinch punch it’s December the First,
The government and COVID is equally cursed.
We’re done with this now and we’re ready to leave.
Not talking about Brexit, It’s the year we want to heave.
I’m a positive guy with barely an occasional dip,
but this year’s challenged us all.
It’s got right on our pip.
The workplaces are our homes – Our kitchens good Lord
Our lounges and even the ironing board.
For many, this mode is totally sustainable.
For others, it’s completely replaceable.
There’s a strong desire for getting back to the office,
but it’s not for everyone coVid has taught us.
There is a place in our lives for the traditional workplace.
It’s valued and important to meet face to face
We’re social, you see, and it gives us a lift.
To meet our colleagues and partners is a gift.
Interaction with businesses has not been easy.
They’ve struggled too with staff shortages we see.
The older technology that’s not in the cloud
has limited the business and remote working has been disallowed
A tactical fix needed but meeting strategic intent,
A shrug of the shoulders from most seeking to augment
The voice only services with some messaging adjacent
With the former established and the latter just nascent.
Bringing all elegantly together is what’s required
An intelligent solution to enhance should be hired,
Helping to avoid call queues, where customers self serve
Shows significant demand and a hockey stick curve.
This AI technology is proven but new,
Needed by many, but so far adopted by few.
The mass adoption is on the way now.
Adopting is quite easy as Koopid shows you how
Koopid Ai has an impressive heritage to shout about
Many organisations have turned to quick fixes in order to attempt to address the deficit in resources in their businesses and to avoid having to take the call of at all possible.
Primarily this is because they do not have the personnel available due to Covid restrictions, and technology shortfalls – Shortfalls in that their technology was designed for a traditional office Contact Centre with office based workers, and not for a dispersed homeworker, workforce. Some might hand out criticisms of short sightedness, but let’s be fair – how many of you predicted the Covid crisis and it’s impact accurately?? Thought not.
Increasingly we are, as consumers, looking for flexible ways to connect with our suppliers, but to avoid the often lengthy queues that drive us potty. We are also seeking simplicity – for transactional interactions, we don’t always want or need to speak with a human, and we might also just need something text based, such as a balance check on our bank account, or checking a booking, ordering a ticket, making an appointment, etc,….
Often seen as the quick fix, business may turn to adding a webchat capability, or a chatbot capability, and more often than not, they are another silo in the communications morass, that simply pushes customers away.
Most chat technologies offer a synchronous engagement only, and very often these services are manned by social media teams, who are probably not well versed in the issues customers want resolving. This often leads to added frustrations for the consumer, as they are still not getting their questions answered, and may well STILL end up having to break off and make that call, joining the queue they were trying to avoid, and having to explain the whole thing again – It’s simply not very customer-centred is it?
Automation has been on offer for years, including IVR, and yet the way we, as consumers want to engage has changed. Yes we do still want to talk to a human being where appropriate, but by no means always.
Artificial intelligence is bringing a new paradigm into play, enabling intelligent automation, where consumers can share the intention of their inquiry using natural language, and receive a higher quality engagement, and satisfactory outcomes.
Well thought out solutions also allow for a joined up and customer centred journey. Meaning that we reduce friction with a single persistent conversation, that captures the discussion and passes it all to an agent, if required, avoiding repetitive questioning. Resulting in a well prepared agent, and a really satisfying customer experience.
Is this were possible, without the need to replace existing platform technology, wouldn’t that be of enormous value?
Contact centre leaders have for some time been evolving from their original call centres, (handling just phone calls) Into multi-channel and ultimately Omnichannel solutions, whereby customers can arrive on any channel and enjoy a continuous conversation wherever the engagement takes them.
For some contact centre operations, this has meant an extremely slow evolution, due in some part to the often significant investments required, but also the time taken for full deployment, and user adoption schedules can be lengthy.
This delay in moving to digital-first contact centres often causes frustration to customers as increasingly they (customers) are choosing to make contact using their conveniently located smartphones, and want to use one of the common messaging apps.
Typically this means starting on a digital channel – such as:
and escalating to a voice call with a human being where circumstances dictate.
Serving customers on their channels of choice is a critical Customer Experience “moment of truth”, and ensures that focus is on them rather than us.
This transition certainly needs managing with care, as the last thing customers want, is repetitive questioning after they have authenticated or explained the reason for calling on the digital channels.
All of this conversation MUST remain with the caller just like it would on an SMS chat on your smartphone.
This is what we expect from any technology offering chat today, and anything less than this is UNACCEPTABLE.
To learn how Koopid.ai delivers this capability without a rip and replace strategy – click here
The latest in my Pinch Punch series of posts. It’s my clumsy attempt at poetry, aiming to capture the moment of the Covid lockdown, along with my own passion for Customer Experience excellence and the technology landscape that either enables or thwarts this
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.
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