#194 - GOOW TV on Training & Agent In-Call Knowledge

[00:00:00] Hello and welcome to the 73rd episode of Get Out of Wrap TV, your show all about contact centres and CX here on LinkedIn every Tuesday at 10am is great to be back and to see you. Sorry about last week

[00:00:18] I do of course want to start by thanking my partners right above me here go. DDC outsourcing solutions, evaluation and one com if it wasn't for them I wouldn't be able to do

[00:00:32] anything and we do a lot of great content together. I really enjoy working with them so guys thank you very very much. Let's crack on with the show shall we? Let's start with getting to know each other a

[00:00:48] little bit stalo in the comments and what was your favorite subject at school? So what was your favorite subject at school? I haven't seen anyone join yet I'm hoping we're not having some issues with LinkedIn it's always my fear because this happened once before where I couldn't

[00:01:10] actually see myself let me just check whether this is actually going live or not. And I see is there anyone out there? Oh yeah, think it is let's see I might be able to see myself

[00:01:27] ah there we go it is working so good morning Darren Gracie is here good morning sir as is the main man Danny Weirum good morning Danny I hope you don't mind a volunteer hitchy for something yesterday hopefully someone's been in touch Scott is here good morning

[00:01:46] and he's kicking us off Scott Williams awesome fella good morning my favorite subject was geography and geology wow I geography I didn't an A level at geography weirdly though I'd say my favorites were history and PE but then I choose trucks to do geography but any geographical

[00:02:07] and geological questions we know who to go to and that is Scott a man is here a man dip kuna good morning great to see you as is Rob Wilkinson of Evalu region good morning so that's a relief

[00:02:22] I wondered if I was going to be talking to my simple for 45 minutes but it is great to see you all here so Scott has kicked us off I've given you mine but everyone else watching what we

[00:02:35] your favorite subject Darren Gracie says favorite subject the school was English was that English little English language Darren Rob is favorite was design graphics and I've seen you put that into practice still to this day although you were young with us Napa Rob Arnue wasn't that

[00:02:55] long ago you were your in school mark it's then high mark how you doing morning all also strangely geography well we've got a few favorites for geography here Danny says I loved all subject except PE

[00:03:11] I was a chess playing computer club captain at nearer than to be viable super popular with the girls well come on I think that is lovingly called a neak these days isn't it but of course you

[00:03:25] have a bit of a basketball star Danny so did that come later on in life and there's nothing wrong with any of those things well of course the the acne is something I think a lot of us all went through

[00:03:37] and believe it or not I was an alter boy for a while volunteered intrigued has not heard anything yet so okay Danny I will pick up with you afterwards a man says I enjoyed IT and Rob confirms Rob

[00:03:55] Wilkinson confirms he's still in short pants we know this to be true Rob the elixir of youth is like the cocoon film Rob is falling into one of the swimming pools with alien pods in it

[00:04:08] who what else have we got are Marianne Marianne withers is here are and Darren says English literature same that I also did that at a level Marianne withers lovely Marianne morning everyone

[00:04:21] I hope you're all fab my favorites were sport and maths while I'm with you on the sport maths I could never get my head round in fact one of the schools I went to

[00:04:33] maths was the lesson one day before lunch and the teacher used to go around the class firing maths questions at you and if you aren't so correctly you could go out to the lunch and I was always stuck in the class I panicked and would you like 1974

[00:04:51] pollchester and just used to get stuck though Danny says started playing between GCCs and A-levels this is his basketball first time I felt like I fitted in an a major part of why I do what I do

[00:05:05] about culture and fitting in very true the the lot of correlation isn't there between culture at work and sports teams and being inclusive and yes I love it Danny Rob confirms cocoon

[00:05:20] amazing film sequels not some a hut no I would agree with that although I've not not seen any of them though please do keep these coming your favorites subjects at school just a way of us getting to

[00:05:34] know each other so I know for example now some of you love geography too English literature I had a teacher who just inspired my love of reading and that was also A-level Darren and he was

[00:05:50] glad could huge Stuart and he believed it or not he directed some of Norman Wisdom's films a lot of you weren't even I don't remember the nothing of Wisdom's by the way I'm not that old

[00:06:02] but yeah just a passionate teacher and maybe this question would have been better phrased who were the teachers that inspired your love of a subject because they they certainly play a

[00:06:13] big part don't they in making up who we are now right moving on are you all registered I'm going to be doing something brand new tomorrow sorry for the double look of my face and that is the break room

[00:06:29] so it's the first time I'm going to be doing a LinkedIn audio event it's tomorrow 12 till 1 and it's just a transfer all of us hopefully it won't be me talking all the time the whole point of

[00:06:43] this is these audio events and many be conversations and never done it before so expect a few glitches and things I will be talking or the subject I think we should start with is if we follow this

[00:06:59] from people joining our industry so let's talk about do we have a recruitment problem do we have an attracting talent problem what does onboarding look like what are people doing with

[00:07:13] attracting talent and what should that look like and I've done a bit of prep I do hope you can join me basically just come on to LinkedIn 12 till 1 there is it's in the event section on my profile

[00:07:27] and you get the opportunity you can either just listen in or you can raise your hand and I will invite you in and we can we can have a conversation so if you have already said you're coming thank

[00:07:38] you very much I will chat to you tomorrow if you haven't yet seen it please do like I say have look at my profile the brand room I think it will be a lot of fun and it's something brand new

[00:07:52] let me just pick this from Tony you're a show in your age now yes very true normal wisdom for the youngsters he was basically never considered very very true well I am 50 then he so and I'm

[00:08:05] starting to fill my age these days oh and did you like the new VT at the start brand new intro and there's also a brand new outro as well so I'd know you love your VTs sorry if you're listening

[00:08:20] to this on the podcast you'll just have to use your imagination now then talking of what we can be doing in our industry maybe a little bit better or maybe you think we've got it cracked but

[00:08:33] the question of the day when you think about training in contact centers what should we be focusing on and I'm leaving that open ended you can apply that to our operations teams our support teams

[00:08:48] whether that's quality or WFM it might be am I what do you think when you think about training in contact centers what should we be focusing on maybe we can expand that do we do you think we do enough

[00:09:03] as the level of training gone up or gone down in your experience I guess is another interesting question to think about but when you think about training in contact centers what should we be focusing on what do you think whilst you get your typing fingers going I'm

[00:09:24] just gonna have a bit of coffee thanks to Dan Cohen and this press so I paid for it but Dan Cohen got me on to the this press on machine so when you think about training in contact centers

[00:09:37] what should we be focusing on just where you are getting your comments in the reason for posting this question is I was talking to a contact center recently and again it's always surprised me

[00:09:52] that we don't spend that much time talking to people about having great conversations about the power of listening you know those kind of the technical skills around how to communicate to customers and of course those types of skills if he spends some time training people on them

[00:10:12] can have benefits in there and people's wider lives right how to be the better conversation the list helps you build better relationships so for me that was one but we do have Danny

[00:10:25] where I'm as kicking us off here with in my opinion I spoke about this at an event recently we shouldn't be focusing on training we should be focusing on education in parentheses I'll explain

[00:10:38] in a mode here we go and that mode is happening right now training equal stuff I need to do my job IE systems processes it's Lewis Hamilton making the car go around the track okay so we've got

[00:10:54] training that's good love it I love that where I've described me there and I roll Wilkinson is saying I've seen a huge range of differences across many contact centers good bad and ugly the best efforts are those that link the training with customer outcomes wherever the training lies

[00:11:14] very very true how do we get the right outcomes Mary Anne with us says I agree with Danny Whereham this is something I've been on for a long time and Mary Anne do you take that Mary Anne I know

[00:11:26] you do a lot of work with sharing your expertise in further education as well whereas namely Portsmouth University is this something that you talk to people outside of the industry about as

[00:11:41] well now Danny is now on education education equal stuff that is not about my job but applies to the wider or strategy IE Lewis Hamilton learning about the pits drift driving in the snow etc

[00:11:57] and very very topical as well following his victory at Silverstone so I love this so training is stuff I need to do for my job education is stuff that is not about my job but applies to the

[00:12:10] wider organization and I guess Danny that means you have a greater understanding and feel like what you do is adding value when people are educating you around how you influence something over

[00:12:24] and above what you have to do I hope I haven't mind all that and then you go on to explain Danny thank you then when unexpected things happen there is going to apply the seemingly unrelated learnings

[00:12:38] training only works when everything is working as planned and I guess to Rob's point is I love that Danny brother I've got a guest to Rob's point what we're talking about here is that there is

[00:12:52] a really holistic strategy around how we are looking at training I've worked in a lot of centers where training was often reactive now some of that had its place because we might need to

[00:13:06] rectify something that we weren't aware of whether that's on mass or with specific teams or individuals but it seemed that training was often done in response to something and would be one of

[00:13:20] the first things that was thrown out of the hot air balloon when we became too busy so scheduled training was often cancelled and we just sort of got on with it we muddled on through.

[00:13:33] Thank you so Danny for those of you listening there is a link there for a longer explanation and one of his posts hop on to LinkedIn if you're not following Danny already you definitely need to

[00:13:47] be. Marianne sorry did not mean to hit return I've always gone on around education and not training you trained animals you educate people yes I do a quite a bit with the university and

[00:13:59] looking to do more good on you this is a way that we break down some of the myths that exist around our industry so Marianne with us mythbuster going out and doing doing her bit for our

[00:14:14] industry for anyone else that's watching as well what do you think when you think about training in contact centers what should we be focusing on and I think you've got some lovely examples there around on a high level trying to make the distinction between training versus education

[00:14:36] does that and can you drill down a bit further into what does that actually mean for some of our agents and team leaders what kind of things should we be looking to do with their building up

[00:14:49] where they sit strategically 100% we're here is burning Daniel Cohen is with us a I mentioned you earlier now Dan is a very interesting chap was award winning leader of the Nyspresso Contact Center and made the very brave leap of going to run all things

[00:15:10] distribution for them there's definitely a podcast waiting to happen there Dan isn't it how are things going by the way my delivery was very very efficient from order on the app to delivery

[00:15:22] I think was a couple of days so obviously you're doing well now a man says totally agree a man did kuna this is says totally agree with Danny currently training has gaps in handling the

[00:15:36] unexpected so true what do you do when something unexpected happens the panic panic or do you fall back on okay we've trained for this we know what we need to do let's go to our playbook

[00:15:52] our deep back is here hello deep hack the greatest challenge for training is to be meaning to be meaningful is that really is it tied to competency in the skills matrix that's so true it's

[00:16:04] a bit add talk a bit hit miss rather than these are the competent seasons skills that are going to see you have a great career here here is how we're going to train you after doing a training

[00:16:15] need to analysis do be super brilliant all of them so lovely point there my friend and I think we need to catch up as well I seem to remember you sending me a message is being a bit chaotic recently

[00:16:29] so apologies for that Morris pentale sentient machines is here now Morris your I totally agree with this comment deeper soft skills across the organization another phrase some people go over it's a bit kind of reductive but I think we all completely understand and I'm once

[00:16:49] we understand what that means emotional intelligence and applying it across the whole organization I think is is a really key point Danny says what do you do when something unexpected happens and do you have the implied permission to actually try something different if not we can hide behind

[00:17:10] the processes etc computers has no yes are we giving people agency a man says we've seen a change in our trade in program that ties in with our QA criteria we train out what we expect people

[00:17:25] to achieve deliver to our customers I love that a man and every week you seem to show an example of something you guys are doing that is right on the money so seems like you're in a great contact center there

[00:17:38] Marianne gives people clear understanding of what they are doing in regard to training sales I used to do marketing modules psychology of sales and structured sales modules included in all the training to give them the reason, the how and the why I love that very comprehensive

[00:17:57] now Daniel Daniel Cohen Dan Cohen live in the dream my friend and all the it's a between your face for the first time in a while will get this podcast sorted and you've already

[00:18:08] got a suggestion for the title out those ignore them at ended up in supply chain well we have to commit to that now that's done that is a deal talking of podcast there is one out right now look

[00:18:20] we did yesterday I believe with the great Jordan Powell corporate sales team leader gravity high Jordan hey M.T. feels like forever since I joined the gal life feels good to be back it's good

[00:18:33] to have you back for those of you watching and listening if you haven't had a chance to check how Jordan's podcast please do we are doing a series of podcast direct from the team leader

[00:18:47] community where people are going to talk about and this one Jordan talked about the transition from agent to team leader it's out now I definitely recommend checking it out because Jordan knows his stuff it's very real talk because he's doing the job right now Danny where I'm

[00:19:05] saying you know I have nine mantras now like pets number seven is if a person breaks a rule you have a person problem if lots of people break a rule you have a rule problem love that

[00:19:18] education gives us the context to be able to try other off-script things to remedy an issue that can be exasperated by sticking to what the training said to do yeah I totally agree it's one of

[00:19:31] the things that I think I love about our industry is how creative we are especially when we're under pressure or things have gone wrong and if you think about the pandemic for example

[00:19:45] you know the I worked with companies before that context ended before that where we were on a project about getting some people to do home working and we had so many hurdles it was practically

[00:20:00] impossible it took we're you know we've worked on it over a year alongside our usual data because like all of us know I mean and we hadn't even got one person home along comes a pandemic

[00:20:13] a big crisis we problem solvers all of a sudden everyone's at home and working within a week as per normal so you know we broke rules all of us collectively to be able to do that

[00:20:27] and now what that meant was then we should be able to go back and review those rules and go well okay nothing major happened with a two stringent so I completely agree with this Danny I love it

[00:20:39] Jordan you're dead right agent it's yeah without the filter the way it should be yes this is unfiltered podcast so I really enjoyed it definitely remain recommend checking out but I would

[00:20:51] them I'm hardly objective so thank you for all of these please do keep them coming I think you've made some great points and actually Dan thinking about it from what you've seen leaving the context center to go into national distribution for a brand has that given you

[00:21:13] any new thoughts on on training and the kind of cross-function skills that you might see and how much of that is as a result of training Rob Wilkinson if focusing on front line education is a big

[00:21:29] gap I've seen is where people are enabled to know what to do for customers but then they're not in power to take ownership to resolve so true this is I think this is also tied into

[00:21:43] something we're going to talk about in the read along as well systems and integration that their own there's barriers to ownership isn't there and that is either around the empowerment piece but also from a practical point of view integration of systems and when you people have to

[00:22:01] have to call back a ho ho Marco, Jetmeat and Dunnage hello Mr. Gao hello Marco award winning Marco and all of the guys at SSCL great to see you hello Mr. Gao now Marco comes in with a great

[00:22:18] training should be purpose driven and customized to individual learning styles great first mention of that that's brilliant who ensure it is effective and memorable a lining training with clear objectives and adapting to visual auditory kinesthetic or reading writing preferences

[00:22:36] enhancees engagement and retention leading to better application and successful outcomes what a great comment Marco coming in and knocking one out of the park there that's great and I hope you and the guys are all well thoroughly well deserved award hope to see you hope to see you

[00:22:56] soon my friends are you in during the euros I bet you are maybe not so everyone else with heels but I know you have so please do keep these comments coming in when it comes to training

[00:23:09] in contact centers what should we be focusing on please keep them coming in I will call them out but it's time for one of our favorite VTs and that is it's time it's the read along we are going

[00:23:25] through contact babes UK contact center decision makers guide and we are up to about a page 156 I feel like I've been saying that paid for forever let me just catch up here Morris training

[00:23:41] session should be short and build a habit of improvement I agree with you kind of sure and repatch not repetitive but short and frequent completely agree Eddie is here Eddie Barber

[00:23:53] we used to work together a long time ago great guy best agent should be the ones to train agents who have customers positive feedback should also participate in training yeah involving agents in the delivery of training I'm a huge advocate of that they know best and there's

[00:24:12] something in that they're well done Eddie good to see you okay so we are now on post call work and this is around as I mentioned hi Eddie and this is around are the applications so as you

[00:24:30] know contact babes went out to the largest number of decision makers who are running contact centers in our industry maybe some of you completed this that are watching and contributing now and they were asked whether they agreed or disagreed with this statement all of our applications

[00:24:49] are fully integrated and optimized for the user journey by contact center size and the size split is small medium large and then you have the average now you can see we have a problem here because

[00:25:04] overall 73% disagreed that this was the case and that is either strongly disagreed or disagreeed they disagreed with the statement all of our applications are fully integrated and optimized for the user journey more than mid sized contact centers with the most likely to state this

[00:25:26] and there's a general need for deeper integration of applications so this won't be any surprise I don't think to anyone working in a contact center around the integration of applications are they fully integrated and optimized for the user journey it's more like

[00:25:45] a patchwork will, isn't it of applications being bought and bolted on to legacy applications are we ever going to see this picture look better because we're looking at a bar chart here

[00:26:01] of red with disagree and strongly disagree in fact it's only in the large contact centers that you have 8% strongly agreed that they're loving life their systems are fully integrated and other 8% just agreed and then you had 19% who were neutral, they have no frequently enough

[00:26:25] they're probably just worn out by or just on the training point Marianne says situation or management understanding the makeup of each individual so you know how to work with them and how to educate develop and nurture your people Danny you've hit the nail on the head with

[00:26:42] IT spaghetti, spaghetti junction that's what we're looking at here, Eddie says technology moves faster than in-house technology and I guess that we've spoken about this before ready to your point haven't we the as technology moves so fast and people kind of want it because I think it's going

[00:27:01] to make a big difference and hopefully it will but it's the integration with the in-house systems in place or maybe it doesn't quite do everything you needed to do well there's been a lot of fastadization and bespoke work that's done specific to your center means that it's actually

[00:27:18] pretty tricky for new technology to integrate some of the providers out there including people like one com all but going to work hard around making sure the integration is as seamless as possible Eddie says always bolt on causes issues in the integration very very true

[00:27:38] but I think there's an easy solution to that is there now we're still in the sphere of our frontline team members right and this is you know it our applications integrated and

[00:27:52] optimized for the user now still going on with that let's have a look at in-call access to knowledge sources or agents so agent desktop knowledge management is a big big business out there

[00:28:09] at the moment isn't there isn't it Danny says if this is decision makers recognise in their systems aren't integrated I'd be interested to get a frontline opinion I suspect that might be even more negative very true and Rob Wilkinson says unfortunately many larger sea cast players are preventing

[00:28:28] effective integration with smaller specialist suppliers with better tech great point great great point that Rob by holding data to ransom for large money money money money so let me just read that again many larger sea cast players are preventing effective integration

[00:28:45] with smaller specialist suppliers with better tech well great point and Danny agrees with me Rob Wilkinson this is a great point and not often spoken about Marianne with us says would

[00:28:57] love to think it could get better as the tech is out there to do it however not sure it will it is quite a mess out there at present with a lot of companies and it is a frontline colleagues

[00:29:07] that have to take the brunt of this so true and Rob we are loving your point there so we're now going to look at how agents gather information from knowledge sources within a call

[00:29:19] and how an integrated desktop could possibly assist with that so the table we are now looking at shows the knowledge resources that agents have within a call finding reading is simulating and using information actually within a call is very difficult and is rarely done seamlessly

[00:29:40] applications such as case-based reasoning in AI enabled virtual assistance of very useful but only 25% of agents have access to case-based reasoning and 18% have access to an AI enabled virtual assistant that is a figure however which is grown substantially in recent years

[00:30:01] many agents have to search around on a company website or FAQ page or rely on a wide unsupported search of knowledge bases or the wider internet hoping to be fortunate what a damning statement let's have a look so we're looking at another bar chart that

[00:30:19] is asked the decision makers the extent to which they have in call access to knowledge and what are those sources now 96% by far the highest user company website equally 96% internet access 82% manuals whether paper or online F42% free tech search of knowledge bases 23% centre-based

[00:30:46] like sorry-cased-based reasoning or similar and 18% desktop AI virtual assisted now if you only spend your time on LinkedIn you'd think we were everyone had AI already and an agent's life was so dissimilar to what it might have been when I was an agent for example

[00:31:07] but what we're seeing here is whilst there has been a growth in AI and virtual assistance for agents we are still in a very much an environment that looks the same as it did 20 years ago

[00:31:21] and I know there's nothing more galling or frustrating for agents than customers having access to exactly the same level of information as they do and you can sometimes be embarrassed if a website's been updated and you didn't know about it you're referring to your

[00:31:37] internet let's say and the customer has got more up today information than you because they've been online because I this shows great opportunity a mom at my home great point Amanda says surprise the asker friend isn't on there or ask your team leader

[00:31:55] yes so true now just going back to Rob's point Marianne agrees with Rob so very true this is the the ransom I guess and as Danny says we saw this ransom approach in the PC wars of the 90

[00:32:08] Microsoft and Apple were always in an out-of-court over copyright of proprietary software awful for suppliers trying to create software that links into those operating systems back then so true and Rob's point if you remember on integration was there some smaller providers out there

[00:32:24] that have better tech but they are in effect being held to ransom but I'm not going back to the knowledge sources for agent as Danny says we put our people at the heart of everything we do also

[00:32:38] our people have to get their information from the same place and at the same time as customers spot on that spot on and I was kind of on my typing formatting today oh it still makes perfect

[00:32:49] sense Danny maybe that's my eyes some conditions is always a headache says Eddie Rob says that's such a shame I'm surprised another case of the tools are available but we're not giving access to them to those that need it so true Rob and what this graph

[00:33:05] says to I think all of us is opportunity you know we're working right now time when customer satisfaction scores would be entalled are the lowest they've ever been or let's equip our agents better and this is a key area we're not given the access to

[00:33:24] incorn knowledge when we could be so we're making the job harder for them Morris and tell this shows how organizations do not track the cost of effort and uncertainty in my research the gaps between core systems and the things that agents do to cover them

[00:33:43] are the biggest cost in any interaction wow that's lovely not lovely but I love how you run it efficiency reduces costs and improves experience and these are those work around aren't they the agents just get to do if we can analyze them those gaps what are the gaps

[00:33:59] between what we're giving people and thinking they're using and the reality um the reality is often far different Marianne says companies say they put their people apart everything they do however what they actually do is very different at times yes so true I know that doesn't apply

[00:34:19] to you at the very decent you are all over it so now let's just we've got time for one more bannies says you should never have a heart transplant for purely five-hunter reasons

[00:34:32] I do love this area in the comments um okay so now we are looking at the use of desktop automation current reported levels of desktop automation you see including RPA and desktop integration solutions are growing with 35% of respondents stating they are using it

[00:34:54] looking at the use of desktop automation by context centres size it is unsurprising to see that large 200 plus c contact centres a much more likely to be using it although many smaller operations are also enthusiastic about implementing this so what we are looking at is use of

[00:35:15] desktop automation software by context centre size let's look at the averages first 32% use it now and if no plans to replace or upgrade it 3% say they use it and they want to upgrade it 10% said we're going to implement this within 12 months as further 13% said they're going to

[00:35:37] implement it after 12 months but by further largest 42% say we don't have desktop automation and we have no plans to implement it just going back to work around as Morris says the work

[00:35:51] around is something I look at when analyzing ex and see ex and you do a great job at it Morris we should catch up soon my friend Rob if anyone wants to connect their QA voice a customer with

[00:36:04] education materials for agents in one place to track supporting proof i know a bloke and it's one of my partners Rob is of course a evaluation I've had a great time with Rob and Chris

[00:36:19] mounts having a look around their offerings and I have to say they're very very good I would say that anywhere was saying that before they were a partner but yes you do know a bloke but let's get back

[00:36:33] to this this kind of desktop automation you can see that actually in the small contact centres so I think that's under 50 seats 45% said they've no plans to implement interestingly medium contact centres 57% of the responders the decision makers in these contact centres said

[00:36:54] they have absolutely no plans to implement desktop automation and wonder why that is other priorities don't really see the the value maybe the front line teams are not making a noise or they're just

[00:37:10] getting on with it which is how we do things in operations isn't it we just get on with it these are our systems are not very good doesn't really matter but it's interesting it is interesting

[00:37:22] that we have identified in this little part of the read along that there's far more that we can do for our agents on the on the front line there are a couple of other slides but I do not think

[00:37:35] we have time so we will save them for next week and I'm hoping that if you want to spend your lunch break tomorrow here are you going to come along there's quite a few people say in the coming

[00:37:49] along already like I say you can sit in the background as Eddie says here yeah my previous point agents are left to figure out let's not do that I know Eddie you are in agreement with here

[00:38:02] with me here we need Rob says no plans seem driven by contact mentors are not large potential reviewed as expensive yet very true Maris says the larger of the organisation the more complex the requirements are for automation very very valid point that could be a real desire to

[00:38:21] do it but the practicalities are difficult so you guys it would be great if you can just drop in tomorrow I'm never going to get this right drop into the break room it's going to be the very first

[00:38:35] audio event for our industry I think I've not heard of any others we're going to be talking about that first step first people into the contact centre world but like as is the way out like this

[00:38:50] we're going to go off from tangents but unlike this I hope that there will be lots of you talking and not just me the whole point of a LinkedIn audio is it's going to be a conversation so go to my

[00:39:04] profile you should see it in events and you'll be able to sign up thank you Jordan I will certainly do my best looking forward to it may me too it's exciting because something different and that keeps

[00:39:19] me that keeps me going but I do hope you can join thank you so much for joining today great comments from your all as well I always learn something from you I do hope you can join me here again

[00:39:32] for the 74th show next week and for those of you that love a VT here is the new VT so take care everybody have a great week