00:00I can imagine with the style of work and the style of company that you have right now, a lot
00:05of the time people are calling a call center because they're not happy.
00:08And to then get frustrated by an artificial experience, which then makes them feel uncomfortable, is going to make the
00:14situation even worse.
00:15Would that be a fair statement?
00:17Maybe.
00:18It depends.
00:19It depends if they can get that resolution, fill out the form and get some sort of ticket that shows
00:25them it's being in progress that might make them feel better compared to waiting three hours to speak to somebody
00:29that might muck it up and ruin it.
00:33It really depends on the situation.
00:36If they're computer savvy or if they're used to it or if it's something where they have options or flexibility,
00:42they can relax.
00:43But if it's the kind of thing that is so latent, where and I've seen it, where people will fill
00:50out a trouble ticket and they have to wait 24 hours or wait three days or it's just not resolved.
00:58During that time period, they are actively looking for an alternative.
01:03And I know that.
01:06I've seen it.
01:07And even my own experience when I've chosen different rate decks for other telecom companies or I've had to work
01:15with other CRM systems and get in touch with my clients that instead of having direct contact with the CTO,
01:22I have to fill out a form.
01:24But we're working with you.
01:25Why don't I have a bat red phone to be able to solve this thing?
01:30And so a lot of the times prior to working with a client, we work backwards to put in all
01:36case scenarios of what could happen and to delegate and who's in charge.
01:41And any time I have to do something like that, I will ask, is there a plan B and what
01:48can I do?
01:49And it's not for me and you, Richard.
01:52It's for the 25 agents that are on the phone at 235 on a Wednesday and they're on the phone
01:59with the client, but something's wrong with the CRM and they can't put an order in.
02:03So imagine how they feel about their own job stability and satisfaction, the stress that they'll be getting that day,
02:11putting out fires.
02:12And so it's not fair for the soldier.
02:15I mean, you should reduce as much weight as possible.
02:18AI is supposed to be helping, but sometimes AI does not help.
02:21I don't like computer systems in cars.
02:25What that is doing to my car, when one thing goes wrong with that computer system and that Mercedes, it's
02:33the most delicate high-maintenance car compared to my old Cabriolet 92 convertible, which is easy stevie.
02:41She never goes wrong.
02:43And if she does, you can fix it with a wrench, usually.
02:47That's why that's why that's my main ride.
02:50Because she's guaranteed chill, chill.
02:53The other one, I'm nervous every day that something's going to go wrong with her.
02:57So she looks nice, looks nice, whatever.
03:00I'd rather have reliable, sweet, and chill.
03:03And so I don't have to worry.
03:04And so sometimes people prefer to have their server room on site compared to in the cloud.
03:11We have both.
03:12I need both.
03:14I need a backup.
03:15You need that reliability that having both systems give you, yeah?
03:18I need a backup.
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