Technology trends 2017

Gartner is a big, American technology organisation which delivers technology research to global technology business leaders so they can  make informed decisions about key initiatives. It is one of the sites to keep an eye on if you want to see what the trends are and have some intelligent information to go on. It looks at different aspects of the impact of technology on our world and how it shapes it. It looks at the things which are changing and how they are being changed. What we don’t want to do is leave people out of this and people need communication and information. They need to know how to navigate the systems which are now in place. The information about how things are changing are getting to normal people as easily because so much is going on in the areas where the developments are occurring and so those who work there are used to it but hen it is not connecting with the larger population. The changes are quite quick and so what you thought was the way to do things isn’t any more. Much of the change is driven by big data and how we can analyse and use it but that then isn’t translating into everyday knowledge necessarily. More than ever we need to talk to each other , share information and share ways of doing something. We also need to be constantly aware that big changes are occurring and we need to look out for them and have some idea of how the world is now being landscaped. Communication is fundamental to that. Having grand new ways of doing things won’t help if people don’t know how to easily navigate them and don’t understand how the systems are now working. The video sums up the key changes very succinctly.

Puzzle Craft 2

PuzzleCraft2I completed the 50 levels of Puzzle Craft and got into my Imperial Castle. I can still play the game if I want to but I have achieved all there is to achieve. I thought I’d give Puzzle Craft 2 a go. Initially it was a shock because I had gone so far in Puzzle Craft and had enjoyed the freedom of it. I was back to having to build up resources and currency and Puzzle Craft 2 is far more complex. It seemed a bit kiddie at first but it’s not. There is so much you have to manage and keep your eye on. For a busy brain which likes to puzzle this is the game. There are so many elements and strategies . The game puts in challenges and it works across different villages this time. I have completed the second village and have to gather the resources to move on to the third village. I packed everything up without realising that. Not to worry. It’s not easy to work everything out and some of it you stumble across or the game gives you a bit of help. It’s certainly a generous game in terms of offering supplies and bonuses. I hate the notion that you can pay real cash to get yourself out of every single difficult situation. In my opinion it’s a bad lesson to teach and defeats the purpose of gaming. Games make squillions of dollars, it’s true, but cash ought not be the driving force because there is so much teaching and learning which can occur with a game and that to me is the most important thing. If I just buy my way out I have gained nothing.

 

I have got myself going and am currently stuck because there is no way I am going to be able to get 150 iron out of the mine in one hit. The puzzle board has 36 squares and not all of them are filled with iron. That is a tough challenge. I have learned to make tools on the first farm to save the resources on the second farm for the other tools. I am not sure why buildings provide free tools when they are not added to the count. You are strictly limited on the amount of tools you can have in this game unless you pay for special packages with game currency which you can build up quite well. Those tools are added to the stock pile. Sometimes I just play the boards without the tools. I try to focus on the one thing I have to do but it doesn’t quite work out that way because you have other things to keep in mind and that is where strategy and planning come in handy. I hate the long chains but the game thrives on them. I preferred the shorter chains of the first game. You can shorten the chains by hiring workers but that comes slowly when you don’t want to keep paying out more real money. There is plenty of variety in game play and it’s a game which keeps you challenged. It will change as I go up the levels and I look forward to discovering whether I enjoy it as much as I ended up enjoying Puzzle Craft. The graphics are really good and the level of organisation in the game is good. There is a really comprehensive review of it on GameZebo.

Call queue craziness

 

 

This is an interesting clip from Singapore. It identifies some of the man-made madness of call queues but it is a problem world  wide. I wonder which country has dealt with this effectively? It’s a situation we have brought upon ourselves with the advent of ubiquitous technology use and it’s something we need to address. The main problems seem to be :

Waits of 10 minutes or more. More is frequent.

Numbers – punching in option numbers, ID numbers, PIN numbers, passcode numbers

Verification of voice or secret word

Cost of queueing

Dropping out of the queue somehow

Having to constantly repeat yourself

There are a number of videos on You Tube which highlight both sides of the call queue . A customer rings because they have a problem. If they then have to pass through a series of hoops and then an interminable wait it can create anger and emotional issues. The call centre staff will then be dealing with someone who is not reasonable.

The other aspect is you can be offered an email option which only works when the email is responded to in person in a reasonable time frame. The automated responses acknowledges receipt but then you need to know that your query is being resolved. How long is a reasonable wait for an email response?

There are also time differences and language differences. Customers can be in different time zones which does have its impact and then they can be talking to someone who doesn’t understand them or they don’t understand the call centre person. Clear communication is central to effective problem solving.

We live in a complex world because we have technology and so many options. Next post I’ll look at some of the solutions.

Call centre queues

I am going to write a trilogy of blog posts about call centre queues. It is something which technology has given us and in the age of communication we care not communicating effectively when it comes to customer service through call centres. We have also created a job which is demanding and tough. This video is interesting because the CEO of a company has been into the call centre for his company to gain experience and knowledge. The staff member mentoring him is one who is a designated “escalated calls” resource. The issues around call queues and call centres needs t be addressed. Technology ought to be facilitating customer-business communication but it is evident that it becomes a trap for all concerned and one we are largely ignoring. We should look at it and find some resolutions to pressure cooker situations on the phone.

I’m using the internet!

I cannot believe it! Back in the  free world and my phone and internet connection have been restored ahead of schedule. Back in the free world! That was no detox. That was horribly hard. I have learned a lot, though, as you always do when life forces you to confront difficulties. I am more than grateful to all the tech support and telecommunications staff who worked so hard and consistently to try to resolve this problem for me. I haven’t had a home phone or proper internet access since 4pm April 26th and that was the second phone/net loss in April. No one’s fault. All part of building an information super highway. I truly do thank all those people who were trying to resolve this and then the ones who got that port swap done. So happy ! Ha ! Ha!

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