Death to “we are experiencing higher than normal call volume”.

Last week I finally found the time to dedicate an entire day to calling various home service providers and product brands with which I have been having issues throughout the year. In most of the cases, I had made a note to call as the issue arose, however, other priorities kept creeping up. This was the day I was going to get it all done.

I interacted with three companies and had three very different experiences. Rather than publicly shaming or praising each company, I’ve decided to just list some high-level takeaways from my experience. I think this year is going to mark a significant turning point for customer service, both online and offline. Continue reading

Yes, There’s a Tool for That! 25 Tips to Speed Up Your Day-to-Day Digital Workflow

Back in June I gave a hands-on presentation at the MARCOM Annual Forum demonstrating 25 of my favourite tools that have optimized my digital workflow over the years. It turns out the topic really resonated with the audience so I have decided to post up the slides right here on my blog in case you missed the presentation.

Here is the official description of the presentation I gave (slides embedded below):

“Have you ever found yourself wasting a considerable amount of time performing some annoying, repetitive process within a common application, social media website, or your web browser? Wish there was a “magic” shortcut or simply a better way of getting it done?

There most likely is.

We all have a responsibility to educate ourselves on the use of the tools and technology around us, but it’s quite hard to keep pace in an age of disruption. In this practical, on-screen demonstration based workshop, you will be provided with 25 tools and tips that the presenter, Mike Kujawski, has hand-picked from personal experience, day-to-day observations and interactions with his consulting and training clients. While some tools may have little to do with your specific field or industry, they have everything to do with your efficiency and effectiveness as an employee in today’s digital world, where agility and “life-hacking” skills are becoming increasingly valued”.

 

What the Web Renewal Initiative (Canada.ca) is still missing

For those of you not familiar with what I am referring to, the Government of Canada (Goc) Web Renewal Initiative aims to streamline the GoC’s web presence through a single central website, Canada.ca .

What exactly does that mean?

Canada.ca features 15 user-centric themes based on the top information and tasks that visitors are looking for. The site is accessible and easy to use on any device. It offers a revamped and comprehensive media/news section with new features as well as an improved search function. Over a period of three years, approximately 1,500 individual websites will be brought together under Canada.ca to make it easier for Canadians to find information.” – Treasury Board Secretariat

Yes, you got that right, one portal website to serve as a starting point for all citizen needs that fall under federal jurisdiction.  This is by no means a new concept. Here it is fully implemented elsewhere across various jurisdictions:

Essentially the purpose here is to stop requiring Canadians to know what each department does, let alone the name of the department itself (especially in lieu of the constant name changes).

Instead, the aim is to shift the focus to the task they are trying to accomplish. In theory this is a great approach, however make no mistake, the work involved in the transition for the Government of Canada is tremendous and should not be underestimated.

Continue reading