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
We’ve all experienced the frustration when calling a business, and we’ve been on hold for ages, when all we require is something really simple and transactional.
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,
Pinch punch, it's September 1st Covid 19 has made the workforce dispersed Working remotely is now the new way But for many they're excited for the office return day Life's been a bit different for a large part of the year And I've read that we're all drinking more beer Social distancing continues to be followed And facemasks are being bought by the load We're yearning for our cancelled events to reopen Going to concerts that evoke our emotion Business as usual is no longer the case We're meeting by video and not face to face Communication tools have become more critical As they're bridging the gap to replace the physical As we increasingly use our digital options Business must accelerate their adoption Meeting customers the way they want to engage Before you send them into a rage Don't make us queue for hours and hours Give us the tools and self service powers We don't need to wait to get something done We want to do it ourselves whilst on the run When you make it easy, we're as pleased as can be Calling is ok but but it's not always for me WhatsApp and other asynch channels are a boon They save me holding and queuing and feeling like a buffoon. It's easy to do with software in the cloud No rip and replace need to be allowed And It's ready in hours rather than weeks The solution is exactly what everyone seeks Make the move now, don't get left behind Your customers will appreciate you're that way inclined Koopid AI is leading the surge And they're poised and ready for when you get the urge
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
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
My second month of creativity and a pinch punch ode for June. Complete with video
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
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
#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