Entries by Mandy Reed

3 Examples of How Automated Chat Agents Create an Effortless Customer Journey

By Christina Wilson, Director, Customer Success, Creative Virtual USA Some organizations still view their customer communications in a linear fashion, with a definitive start and end point. But as thought leaders like McKinsey and others have pointed out, customers today often have a much more dynamic journey while researching a sales decision or requesting support. […]

It’s Time to Celebrate Customer Service Week

By Mandy Reed, Marketing Manager (Global) Happy Customer Service Week! Today starts the annual week-long international celebration of the importance of customer service and the role it plays in successful business practice. This week we recognise all the hard work customer service professionals do to serve and support customers on a daily basis. Every good […]

It’s Time to Embrace Digital Channels and Build Smart Help

By Patrick Gallagher, Managing Director ANZ & North Asia In my over 30 years of involvement in contact centres, IVR and customer experience applications, I’ve experienced companies investing 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 […]

Mission Accomplished: Our 10k for RSPCA

By Maria Ward, Account Manager/ Knowledgebase Engineer We did it! I’m proud to report that on Sunday, 18th September Alessandro, Tracey, Chris, David, Jeff, Kristina, Andre, Rachel and I completed the RunTen 10k in support of RSPCA! Race day finally arrived after all our training and preparation, and we’d arranged to meet in Richmond Park […]