Customer Experience

Chatbots are Transforming the Way Mobile Apps are Built and Used

12 Oct 2017

mobile apps

By Mandy Reed, Marketing Manager (Global)

“By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.”

As one of Gartner’s top strategic predictions for 2018 and beyond, this projection really drives home the fact that chatbots are more than just a passing fad. Gartner explains that chatbots are becoming the face of artificial intelligence (AI) and transforming the way apps are built. Forward-thinking organisations are staying a step ahead of their competitors by examining their digital strategies and finding ways to incorporate chatbot technology into their customer engagement plans. Read more

Don’t Worry, the Customer Only Wants You to Be Perfect

06 Oct 2017

customer expectations

By Scott Tompkins, Enterprise Account Executive, USA

So…. I have this diploma and now have no idea what to do! Anyone else been there after graduation? Being from Delaware, I thought I would try my hand at one of the many financial service companies that call the First State home. My interview seemed to go well and as it was concluding the hiring manager asked me to sit with one of her agents for 30 minutes so that I would have a better understanding of what I would be doing in this role. I sat down and listened to “Steve” take his first call. Read more

Excellent Customer Service: What’s the secret to achieving success now and in the future?

05 Oct 2017

customer service success

By Susan Ott, Customer Success Manager, USA

Often, customer service can be a challenging world. Solving problems, providing information, making sure things run smoothly…it’s not always easy.

When I take a moment and think about companies that emanate unmatched customer service, I see an atmosphere in which employees and management alike are engaged on the front lines with their customers. Pride in the company you work for should always be at the forefront of every interaction. That emotion of pride instills a sense of teamwork and customers can feel it!

Companies who employ individuals who go above and beyond will always win me over. Read more

Time Back To Do The Important Things

03 Oct 2017

family time

By Christina Wilson, Head of Customer Success, USA

As a busy, working mom of three daughters, I am always challenged to find more time. Time for dinner, kid’s activities, bill paying, going to the gym, excelling at work, you get the picture. I am equally challenged to make certain I am focusing on the important things. It is an exhausting, emotional and rewarding journey!

I am very passionate about finding ways to steal back time in my day to keep the main thing the main thing. I think that is why I find my job so rewarding. I spend my days helping clients build Customer Service strategies that give people their time back, allowing them to go to their son’s soccer game or watch their 3rd grade daughter’s Fall play instead of spending their evening on hold for hours with a Customer Service representative. Read more

#CXDay: Listening to Voice of Employee to Drive Better Customer Experiences

03 Oct 2017

CX Day

By Mandy Reed, Marketing Manager (Global)

Happy CX Day! Today marks the annual global celebration of the companies and professionals that create great experiences for their customers. The impact customer experience has on building and retaining your customer base can’t be ignored, especially in today’s world of digitally-savvy, technology-empowered consumers.

Developing and implementing Voice of Customer (VoC) initiatives has helped many organisations improve their customer experience over the years by capturing valuable feedback and actionable insights. More recently though, smart companies are coming to realise that Voice of Employee (VoE) can also have a powerful impact on their customer experience strategy. Read more

“Thank you for calling..this is Mike, how can I help?”

02 Oct 2017

customer service

By Mike Murphy, CEO, USA

Taking customer service calls is a lot harder than you imagine it would be. No one is particularly happy to be speaking with you, and they get a little less happy with every passing second. I’ve said it many times…being a call center agent was the most difficult, challenging, and rewarding job I’ve ever had. The goal is to warmly greet a stranger, figure out which of the hundred or so possible issues they need help with, convey empathy in an honest way, talk them through a resolution, wrap the call with appropriate branding and thank them for being a customer…and do it all in 12 minutes, before picking up the next call with the same level of energy…rinse and repeat 30 or so times in a shift, unwillingly do the same in your dreams at night, and start again the next day without missing a beat. Read more

Nobody Puts the Customer in the Corner

02 Oct 2017

Customer Service Week

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Each year the first full week of October brings the week-long international celebration of the importance of customer service and the people who operate by the motto ‘Nobody puts the customer in the corner’ by providing great customer service every day of the year. From those who provide face-to-face service to those working in contact centres to those responsible for supporting self-service channels, delivering quality customer service is a team effort, and we salute you all.

As we shine the spotlight on customer service professionals this week, let’s take a look back at some of the trends, tips and statistics we’ve shared on customer support and the contact centre over the past year with our annual blog post roundup:

  • The Future of the Contact Centre – Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service.
Read more

Improving Engagement and Empowering Your Team

28 Sep 2017

empower CX team

By Liam Ryan, Sales Director

Every day I speak with organisations going through digital transformations, particularly in regards to their customer service initiatives. Selecting the right software and working with a knowledgeable provider can make or break these efforts. Organisations need technology solutions that are cutting-edge but that also complement existing systems and infrastructure.

This is exactly what we do at Creative Virtual, and I am proud to share that it has earned us a spot as a finalist in the category of ‘Software Innovation of the Year’ in the 2017 Digital Entrepreneur Awards (DEAs)! To be shortlisted, we needed to demonstrate that our software improves engagement and output, and empowers individuals and teams, which fits perfectly with our company vision. Read more

Cutting Through the AI Hype

19 Sep 2017

AI & Robotics

By Liam Ryan, Sales Director

Last year when I attended the Social Robotics & AI conference I had the pleasure of speaking with Professor Noel Sharkey which brought back memories of being a contestant on Robot Wars. This month I attended the event, now called AI & Robotics THE MAIN EVENT, for a second year and again got to hear Professor Sharkey speak. This time I started reminiscing about my appearance on Techno Games where he was also a judge. I was also very aware that the robot my team entered into that competition back in 2002 seemed like a child’s school project when compared with the robots at this event! Read more

Is the Contact Centre Part of Your Digital Transformation Programme?

15 Sep 2017

contact centre

By Chris Ezekiel, Founder & CEO

I say this every year, but the Technology Innovation Showcase webinar Creative Virtual does with CRMXchange is one of my favourite webinars to present. This was the fifth year running that we’ve participated in the webcast series, and it was our most popular one yet with a record-breaking number of registrations. I love this webinar because it gives me a chance to share more live demonstrations than slides, and I know the best way to understand how our technology works and what it can do for customers and organisations is to see it in action. Read more

AI in the Corporate World Today

07 Sep 2017

2017 AI & Robotics

By Mandy Reed, Marketing Manager (Global)

Artificial Intelligence (AI) has long been the stuff of science fiction, often portrayed as becoming evil and turning against its human creators – from robots rising up to destroy humanity to supercomputers trying to take over human minds. In recent years, however, AI has moved from something seen as a far-off dream of the future to an actual reality in households and workplaces around the world. AI is powering the voice assistants on our phones and in our homes, the self-driving cars appearing on our streets and the chatbots that are popping up on messaging platforms like Facebook Messenger and WeChat. Read more

A Buzz About Chatbots at G-Summit Melbourne

29 Aug 2017

G-Summit Melbourne

By Patrick Gallagher, Managing Director ANZ & North Asia

There was a definite buzz at this year’s G-Summit Melbourne, hosted by Genesys earlier this month, around the event theme: Together – Together, we can deliver iconic customer experiences by powering digital business with a human touch. The event was busy this year with a very strong turnout and plenty of interest in chatbots.

I had the pleasure of being on-hand in the AppFoundry Hub to represent Creative Virtual, an event sponsor and founding member of the Genesys AppFoundry, and show our chatbot and virtual agent solutions in action. V-Person™ technology enables organisations to provide customers with smart online help and is designed to be integrated with the Genesys platform to provide a seamless experience. Read more

Innovation Showcase: Preparing Your Contact Centre for the Future with AI and Chatbots

23 Aug 2017

CRMXchange Technology Innovation Showcase

By Mandy Reed, Marketing Manager (Global)

The contact centre is integral to the customer support and engagement strategies of many organisations, but its role has been changing recently as a growing number of customers seek out digital and self-service options. While chatbots and virtual agents have gotten a reputation as being threats to the contact centre, the reality is that they can have a positive effect on the contact centre and a company’s overall customer experience.

Learn more on Thursday, 7th September at 4:00 pm UK time/ 11:00 am ET as Creative Virtual takes part in CRMXchange’s Technology Innovation Showcase webcast series for a fifth consecutive year. Read more

Together We Can Deliver Iconic Customer Experiences

06 Aug 2017

customer experience

By Patrick Gallagher, Managing Director ANZ & North Asia

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally this has been the ‘tried-and-tested’ option as companies continued to invest in their contact centre in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organisations to meet their customers’ expectations.

G-Summit Melbourne, Genesys’ customer experience event taking place 7 – 8 August 2017, will address this change with their event theme of ‘Together – Together, we can deliver iconic customer experiences by powering digital business with a human touch’. Read more

The Most Innovative Customer Support Tool

02 Aug 2017

2017 Technology Innovator Awards

By Chris Ezekiel, Founder & CEO

At Creative Virtual our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. We saw this vision come to fruition last year when we officially added V-Person Live Chat™ to our suite of Smart Help solutions. Since then, our roadmap has continued to be all about providing a world leading enterprise level end-to-end customer engagement platform.

It is an honour to have this vision and hard work recognised for a third straight year by the Technology Innovator Awards. Read more

Creating the Best Conversations with Digital Customers

25 Jul 2017

digital customer conversations

By Liam Ryan, Sales Director

Over the years, I’ve had the opportunity to meet with many company executives looking for ways to improve their customer service and support. As more and more emphasis has been placed on the customer experience as a competitive differentiator, it’s become increasingly important to organisations to provide quick and easy support options for digital customers. Companies are looking for the best way to manage customer engagement and create positive experiences.

I’m proud to say that Creative Virtual’s technology has once again been recognised as the being the best in these areas. We’ve been named ‘Best for Self-Service Customer Experience Management Solutions 2017’ and ‘Best Natural Language & Knowledge Management Technology: V-Person Mobile™’ by the 2017 UK Enterprise Awards! Read more

What’s the Point of Contact Deflection?

18 Jul 2017

contact deflection

By Björn Gülsdorff, Head of Business Development

Contact Deflection – is there a reason why so many companies have this as an objective? Well, our clients tell us what their goals and pain points are, but I can’t help thinking that treating one’s contact centre as a cost centre is past its prime. Also, if you want to make money, contact with your customers is a good thing. At least, that was my theory.

I was therefore quite happy to be able to speak in front of the Call Center Verband (Call Centre Association) in Halle, Germany, as well as meet the European customer service directors of the Deutsche Telekom AG at their gathering in Budapest. Read more

Infographic: Are Chatbots and Artificial Intelligence Threats to Your Contact Centre?

13 Jul 2017

AI threat to contact centre infographic

By Mandy Reed, Marketing Manager (Global)

Some academics and experts are warning about the dangers of artificial intelligence (AI) – predicting everything from a huge loss of jobs to the end of the human race. At the same time, industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. So what does this mean for your contact centre? Should you approach chatbots and virtual agents as threats? Are contact centres about to become completely automated?

Check out the new infographic below for a realistic overview of the impact AI, chatbots and virtual agents are having on the contact centre. Read more

“Keeping it real with chatbots” – Impressions from the Chatbot Summit

11 Jul 2017

Chatbot Summit Berlin

By Björn Gülsdorff, Head of Business Development

“Your talk was the most down to earth”, an attendee wrote me via the event’s messaging app after I had delivered my keynote “A Hybrid Approach to Machine Learning” at the Chatbot Summit in Berlin.

Now, is that good or bad for a keynote? Shouldn’t I have been breath-taking or ground-breaking or both – instead of down to earth?

Gaging by the talks we had later at our booth, it was a compliment. Creators of chatbots, as well as potential buyers, were happy to see a way out of the current AI craze where unsupervised machine learning seems to be the one and only solution and the power of the human brain is overlooked – and which requires enormous amounts of groomed, relevant data. Read more

AI, Chatbots and the Threat to Your Contact Centre

27 Jun 2017

live chat customer support

By Mandy Reed, Marketing Manager (Global)

Warnings abound about the dangers of artificial intelligence (AI) and smart robots, with industry and academic experts such as Stephen Hawking and Bill Gates expressing concerns about everything from a huge loss of jobs to the end of the human race. Yet in a recent interview with the BBC, Garry Kasparov, chess grandmaster and keynote speaker at last year’s Social Robotics & AI conference, said this:

“Intelligent machines will not make us obsolete but our complacency might.”

So, should we be worried about intelligent machines taking over the world and triggering the end of life as we know it? Read more