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:
- Facebook messaging,
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
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