Creative Virtual Participates in KM World Magazine Roundtable Webinar
Richard Simons, CEO of Creative Virtual USA, will participate as a presenter in the KM World Magazine Roundtable webinar, Creating a Customer Experience: People + Process + Technology. The one-hour event will take place on October 23, 2012 at 11 am PT/2 PM ET. KM World is a magazine that covers the latest in content, document and knowledge management.
This roundtable will cover the most effective methods of providing a satisfying customer experience, and explore the bridging of the gap between a company’s corporate knowledgebase, and the intimacy of a customer interaction. These methods include knowledge-centred support and personalising the support experience. A key theme of the roundtable is knowing what the customer wants, and being able to provide it at the right time, which is the central idea behind Creative Virtual’s V-Person™ technology. According to the roundtable’s announcement, “Creating a satisfying customer experience at a reasonable cost is difficult. You’re going to need a few things: A reliable methodology; a focus on people; and the correct technology.”
Simons’ presentation will focus primarily on how a company’s virtual agents, internal knowledge and tools can be combined to create a comprehensive customer service strategy across the board. This webinar happens to coincide with Creative Virtual’s official release of V-Portal™, their multi-channel knowledge management system that utilises natural language technology to power and enable positive customer experiences. V-Portal manages cross-channel content from numerous areas of your business from one central repository.
Regarding his presentation, Simons states, “With research showing that more customers are looking to work online, V-Person provides a unique solution that bridges the gap between talking to an agent, live chat and web pages. Our technology has the proven ability to replicate a call centre agent online in a way that web pages cannot. V-Person allows customers to use conversational and intuitive language, and get answers to their questions, reducing call centre volumes and optimising Live Chat. Additionally, our strength at integrating with back end data systems allows our V-Person to know the customer which empowers self-service capabilities in new and exciting ways.” Other speakers at the roundtable include Kelly Koelliker, Sr. Product Marketing Manager of Kana Software, and Duane George, Director of Knova Product Management for Aptean.
To register for the event, visit KM World.