Our collection of whitepapers, reports and infographics below are great resources for learning more about customer engagement technologies, getting tips for improving your customer experience, and reading about industry best practices.
Academic and industry experts are warning about the dangers of AI – predicting everything from a huge loss of jobs to the end of the human race. But what does this really mean for mankind and the contact centre? This whitepaper discusses the warnings about AI, the inflated expectations for chatbots created by unrealistic promises in the marketplace, and the reality of using these technologies in the contact centre and for automated self-service.
Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. The traditional model for call centres and contact centres is no longer providing the experience customers are coming to expect. This guide discusses the changes contact centres are facing and how live agents taking on the role of knowledge experts benefits organisations, customers and the agents.
Confused about whether you need a chatbot or a virtual agent or a virtual customer assistant? There have been lots of different names given to automated conversational systems over the years which has created confusion within the customer service space. This whitepaper explores the names and terminology, the technology behind chatbots and how to select a tool that’s right for your company and your customers.
The increasing popularity of messaging platforms, SMS, chatbots and other social communications is impacting the way we want to communicate with brands, opening up new opportunities for organisations to engage customers on platforms such as Facebook Messenger and WeChat. Here are five essential questions to ask when choosing a virtual agent solution for customer self-service on instant messaging platforms and SMS.
In the age of smart, connected customers, the demand for customised and personalised customer experience continues to rise across the industries. During 2015, CIOReview reviewed hundreds of CEM providers and shortlisted some of the pioneering companies who have helped their customers tackle the challenges related to customer experience management. Find out why Creative Virtual was named one of CIOReview’s 20 Most Promising CEM Solution Providers of 2015.
Intelligent Virtual Agents (IVAs) are gaining fast adoption in the marketplace with Gartner predicting that 30% of online conversations will take place using smart machines by 2018. Many companies use live chat as a customer support tool and it is an effective tool for deflecting calls from the contact centre. If you are currently using a live chat system and are thinking about intelligent virtual agent technology, here are ten ways IVAs can be used to complement and improve your live chat system.
Creative Virtual’s 2015 Global Customer Support Outlook Survey solicited feedback from customer support professionals across the globe to understand their goals, challenges and strategies for increasing customer engagement and creating more personalised experiences at every touch point. The report highlights these findings and explores the role of mobile, social media and virtual assistant technology in the expanding customer contact channel landscape.
Jeff Cotrupe, a Frost & Sullivan Analyst specializing in Big Data and Analytics, explores the virtual assistant space in a new whitepaper. This report highlights customer experience challenges by vertical as well as how to give customers what they want with virtual agents. The paper also examines virtual agents from a tactical perspective and also as a strategic imperative.
Delivering an effortless experience to your customers has quickly become one of the top tenets of creating a great customer experience today. Find out four ways that you can delight your customers by delivering on this promise.
It can be a challenge for companies to create easy-to-use systems that can access and update data in web services in which they have already invested time and money. Discover how using natural language middleware can make the most of your company’s web service investments.
The Patricia Seybold Group, a strategic advisory service for customer-centric executives, evaluated our V-Person technology for a second time against a rigorous set of customer-focused criteria important to organisations that want to improve customer experience, increase brand loyalty and reduce customer support costs in this independent analyst report.
Produced in conjunction with Call Center IQ, this whitepaper reveals five essential undertakings for implementing a seamless, end-to-end, omnichannel customer experience within the realities of today’s marketplace. Complete with real ‘Success in Practice’ examples, this whitepaper will put you on the right track to efficiently and completely engage each customer regardless of touchpoint.
The concept of the smart customer journey and the idea of Smart Help are two terms often used in the customer experience space today. Learn more about the four elements of a smart customer journey in this infographic.
Creative Virtual’s 2013 Global Customer Support Survey gathered information regarding companies’ customer support goals as they relate to current practices, future intentions and the role of various tools in their customer service environment. The report highlights those findings and serves as a guide to organisations worldwide on how their peers are viewing their customer experience strategy, common challenges and the tools they use to achieve their goals.