Entries by Mandy Reed

Helping Financial Organisations Deliver 24/7 Customer Support: Part 2

By Laura Ludmany, Knowledgebase Engineer As described in my previous post, financial organisations find themselves under immense pressure due to the unfolding coronavirus crisis; they have to respond quickly to rapid changes. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers […]

Helping Financial Organisations Deliver 24/7 Customer Support: Part 1

By Laura Ludmany, Knowledgebase Engineer We are experiencing unprecedented times and the world is rapidly transforming with loads of uncertainty arising day by day. Our normal routine has changed, and we need to get used to dealing with coronavirus related situations and disruptions. Naturally, we are all seeking reassurance, guidance, help and support. At Creative […]

A Successful Self-Service Strategy Requires Looking at the Bigger Picture

By Mandy Reed, Global Head of Marketing Businesses around the world are navigating through unchartered and very uncertain waters at the moment, making difficult decisions and trying to stay afloat. With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be […]

Recognition, Acceptance and Delivery: The RAD approach for continued innovation

By Rachel F Freeman, Operations Director Accolades and list rankings can never be taken for granted no matter how often a company appears on industry recognised lists or is selected for voter’s choice awards. Indeed, even direct positive customer reviews and feedback should be treasured as unique and appreciated even if hundreds or thousands are […]

A Partnership for Industry-Leading Voicebot Solutions

By Gary Williams, Director of Sales and Consultancy UK and Ireland, Spitch When Mandy Reed invited me to do a guest blog, I was quite honoured and of course jumped at the chance, so Thank You once again Mandy. The significance of this post is that it coincides with the announcement of a partnership between […]

Employee Engagement, Employee Experience and Employee Self-Service

By Mandy Reed, Global Head of Marketing Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience. […]