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.

Cyberjargon tools

If you have trouble understanding SMS speak  or cyber jargon which comes up on the Net then I highly recommend the site Lingo2Word. You can decode SMS but you can also dazzle your entourage by coming up with perfect SMS speak! If you click the top  links on the site you will find common emoticons and acronyms that some people use as a matter of course.  The other site for decoding cyberjargon and slang is NetLingo. This site has a sense of humour but it also keeps a current database of all the cyber terms on our planet and so you are always in the know! Currency. It’s about currency.

Maslow’s Hierarchy of Needs 2017

Maslow's hierarchy of needs This revamped version of Maslow’s hierarchy of needs has been making the rounds. I found this one on Twitter by Morten Øverbye. It’s something which has sparked some good discussion on his feed. Adding battery and wifi to the hierarchy of needs acknowledges we have become technology dependent. Does it mean we can’t be stable and secure without them? Is it a first world problem? To have battery there is a bold statement about how we have failed to address the basic requirement of a technology society. We are constantly interrupted by failing batteries, batteries which have a short life, places which don’t sell the batteries we need,waiting for the right battery to be delivered. It really is an implementation problem in our technology paradigm. As for wifi, yes, we are looking for that everywhere, but we also have mobile coverage which can alleviate the problem if we have the money to pay for it. Do we need batteries and wifi before food and water? I think not, but as someone points out , we might need our location services to find food and water. Interesting remodelled hierarchy to ponder and a sign we are changing as a society and that Maslow’s will need to be upgraded.

Writing , writing and writing

writing Image 10 Best Writing apps

Devices offer a diverse array for writing practice in all its varied forms. You can painfully type your way on a mini touch screen and embarrass yourself publicly in quite a spectacular way like I do if you wish or you can nimbly glide across a touch screen and insert images and sound as quick as lightning. Writing doesn’t have to just stare back at you. You can make it move, talk, connect to a website, a clip. You can add animation and annotations. One of the great experiences I discovered on my iPad was iPad magazines. I still read paper ones from time to time but an iPad magazine might include video clips, text reading, QR codes to go elsewhere on the Net, interviews. The whole thing just jumps into life. It means there are also a variety of tool where students can practise the art of writing, planning writing, publishing, multifaceted writing and a number of literacy skills. When there is a smorgasbord of how you can write and develop your writing then the chances of your writing well and being creative are probably quite high. Some of the “cooler” apps are paid for. It is important to research them well to see if they meet your needs or the needs of your classroom. Any app I plan to use in class I research first and then test it out with a couple of students if I plan to use it. They value participating in reviews. TeachThought has 15 e-book writing apps which seem to be paid but which do come tested, so to speak, and so you can look at them to see the sorts of things the e-book writing apps can do. I can see my students using some of these and loving it. There are also 10 best writing apps recommended on NextWeb. Some of these are free and some of them practise and utilise hand writing skills. My favourite writing app is Notability but I also like Documents Free. Now that I have seen all these other apps I want to try them out because each app creates a different impact. Bottom line? Don’t go anywhere without Evernote! Cross platform, cross device , always there and pretty comprehensive.

Disconnected

outage“Use the cloud, “they said. “It will be so much more effcient. “

“Detox , “said the others.”You’ll feel so liberated without technology.”

“I am neither, “say I.

I have been without internet access and home phone from Sunday afternoon 2nd April until….who knows. My cordless phone reports line in use and there is activity on my internet account which the isp hasn’t blocked. There was no notice on this outage of major proportions. No chance to rally a plan B, to let people know or to organise myself. I was suddenly hurled into a non-connected world. I don’t have a big mobile data plan so using mobile data was not an option. I frugally used what I had to try and get some things achieved. I even went to the library Wednesday and soaked up all the delicious connectivity. Thing is, though, when you are randomly trying to manage a connected world in a non connected way you are nowhere near as efficient as when you have access to technology services. Maslow’s hierarchy of digital needs is a reality these days. The worst thing was that people trying to call my home phone number had been getting a lady in a suburb one over. She has had to battle this as part of an ongoing two week mess with her home phone line. She is with a different isp. Is it really 2017? I haven’t been able to access my banking, my planning, my social media, my online course, my blogs, my searches, my online tools. My outage is caused by the nbn rollout in the area and the technicians have been in my street and around the corner for several weeks now. The outage was notified on the line providers site but I had no knowledge of it. They are not my isp or phone providers. Communication in this day and age ought to be easy. I was in the middle of personal business transactions which needed attention and the capacity to achieve that without the internet and a phone has stretched me to the limit. I feel like I have been thrown into the Tardis and transported back in time. I am scrambling for pens, paper and envelopes. I am going to the library to do things. I am going into my bank to talk to people to resolve the issues and then more pens, paper and stamps. It all feels so cumbersome and awkward. I confess the banking people were so effective , as have been others ,I have had to deal with in person.

None of this has been helped by what would be a strain on our telecommunication services because of the cyclone in Queensland. It’s hard, I know. I do think outages in nbn areas need to be publicly broadcast and notified somehow. People need to have a chance of working out their best way of managing an outage of several days. It is disrupting phone services I found out by talking to others. It is a big infrastructure change. There will be problems but no one is owning and identifying the problems. We are left in the dark and confusion.

It is better to have things on your computer than in the cloud for the reasons I have experienced. There are files and information I can’t access because they are in cloud storage. I do keep plenty of back ups and files ready to access on my computer but not everything and much of what I do is now connected to online services. There are not alternatives. I’ll be rethinking all my cloud things again but there really isn’t a solution to a world which is increasingly online other that to have a rock solid access available and then a well thought out back up plan for when it isn’t. Wouldn’t it be possible to have wifi access available in areas which have outages as they have in major cities?

I know there is mobile broadband. The stick which worked perfectly interstate on a trip refused to work in my time of need. The older stick I had didn’t work either and neither did the other older stick . I tried. I tried on 3 computers to get a mobile broadband stick to work. No. Computer said no.

I don’t feel detoxed. I feel like I can’t run my life properly or effectively. It’s amazingly quiet and I have appreciated that. No ringing, dinging, blipping, plopping, bingly bonging. Nothing. Birds singing, cars passing by and maybe an occasional voice. I have liked that. For some people it would send them to breaking point. No capacity to have or make phone calls and no chance to engage online. They would be isolated like in the olden days. The other thing I have really noticed is that it is so much easier to establish yourself online. People get to know you and your capabilites very quickly because you can showcase them very efficiently. In real life lots of people would not know who you were and what you can do and have no way of connecting with you. I have worked out you can make the real life relationships as positive as online and it allows you to connect really quickly with others . Apply those online skills in the real world and it really facilitates relationship building.

For now, I am glad someone has lent me a mifi gadget. It is saving my life and my sanity. . I am going to rethink my online things and try and get a back up outage plan together. Internet and phone providers need to consider that too , especially when there are major telecommunication infrastructure upgrades going on. You can’t really ask people to lump it. That is not a business plan for technology use at all and the bottom line in all of this is communication. Work with people.

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