Entries by Mandy Reed

Conversational AI and the Future of APAC Contact Centres

By Chris Ezekiel, Founder & CEO Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit. This was my sixth time […]

On the Hunt for Better Customer Service

By Mandy Reed, Global Head of Marketing The world always seems to be on the hunt for the next thing that will be bigger and better – the newest tech gadget, the latest fashion trend, the hottest social media challenge, the next break-out Netflix show. As customers, we want the best deal, the most innovative […]

Customer Service and the Voice of Your Customers and Team

By Katrin Zieren, Business Development Consultant The communication habits of your customers have changed and are changing yet. They are increasingly using voice for entries rather than typing. They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to […]

Customer Service Week Musings: How does a machine know if it’s wrong?

By Laura Ludmany, Knowledgebase Engineer There are many comparisons dealing with the main differences between humans and machines. One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to […]

Harnessing Human and Machine During the Pandemic

By Rachel F Freeman, Operations Director A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.” Indeed this is true, and all of us in our businesses and in our personal lives […]

Customer Experience: It’s all about long-term relationships

By Chris Ezekiel, Founder & CEO CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. It’s a true saying that when the […]

Two Thumbs Up for Customer Service Week

By Mandy Reed, Global Head of Marketing Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. 2020 has brought new customer service challenges for companies and altered the way customers […]

The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than […]

A New Ebook and a Conversational AI Success Story During Times of Pandemic

By Mandy Reed, Global Head of Marketing We have all been facing new personal, professional and community challenges this year as we continue to deal with the harsh impacts of a global pandemic. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and […]