Tag Archive for: webinar

Innovation Showcase: Preparing Your Contact Centre for the Future with AI and Chatbots

By Mandy Reed, Marketing Manager (Global)

The contact centre is integral to the customer support and engagement strategies of many organisations, but its role has been changing recently as a growing number of customers seek out digital and self-service options. While chatbots and virtual agents have gotten a reputation as being threats to the contact centre, the reality is that they can have a positive effect on the contact centre and a company’s overall customer experience.

Learn more on Thursday, 7th September at 4:00 pm UK time/ 11:00 am ET as Creative Virtual takes part in CRMXchange’s Technology Innovation Showcase webcast series for a fifth consecutive year. This year’s live webinar, presented by Founder & CEO, Chris Ezekiel, will take a realistic look at artificial intelligence (AI), virtual agents and chatbots in the customer experience space. Chris will also share a series of live demos showcasing how forward-thinking organisations are already using this technology to improve the customer experience, increase sales, build brand loyalty and reduce support costs. Attendees will get an inside look at:

  • The impact chatbots and virtual agents can have on the contact centre, including lower costs, reduced staff turnover and more engaged, skilled and happier agents
  • Why chatbots should use a combination of self-learning and human input to create consistent and reliable support experiences
  • How humans and machines can work in harmony to provide perfect customer service
  • Leveraging AI and chatbots to prepare your contact centre for the future

Register now for ‘Chatbots, Virtual Agents and Your Contact Centre’ for an inside look at how to incorporate chatbots and virtual agents into your customer support strategy and help your contact centre meet the expectations of digital customers. A recording of the Technology Innovation Showcase will be provided for registrations unable to attend the live webinar.

Breakthrough CX Innovations that Create Customer Delight

By Mandy Reed, Marketing Manager (Global)

“Customers are increasingly starting their support journeys online and leveraging self-service options, but that doesn’t mean that the need for live agents will disappear. Instead organisations need to implement the right combination of virtual and real support and integrate those channels properly in order to provide personalised and seamless support for customers.”

– Chris Ezekiel, Founder & CEO, Creative Virtual

On Thursday, 6th April 2017 at 7:00 pm UK/ 2:00 pm ET CRMXchange will host a Tech Tank Roundtable webinar titled Customer Delight: Live Demonstrations of Breakthrough Innovations. The live webcast will feature a panel of industry experts, including Creative Virtual’s Chris Ezekiel, showcasing emerging customer experience solutions that are beginning to impact the contact centre.

The contact centre industry needs to be constantly evolving in order to meet changing customer demands. As customers increasingly come to expect seamless and personalised omnichannel engagement, contact centres must turn to a combination of virtual and real support. During the webinar, Chis will address this change and give an inside look at Creative Virtual’s deep integration of virtual agents and live chat. This combined solution is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop combined with customisable workflow functionality.

The bringing together of live chat and virtual agents is a departure from the common belief that, until recently, prevailed in the contact centre industry that organisations needed to choose between the solutions. Forward-thinking organisations are now coming to understand that these two tools are complementary solutions that can play a key part in delivering quality digital support experiences for their customers. Gone are the days of the live chat vs. virtual agent debate as this shift in mindset begins to permeate the customer service industry.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from inContact and Aspect. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.

Innovation Showcase to Explore Live Chat and Virtual Agent Best Practice

By Mandy Reed, Marketing Manager (Global)

Live chat and virtual agents are quickly gaining popularity with customers as their preferences shift towards online support options. According to Forrester Research, customers turn to self-service and digital channels for service because they “offer the least amount of interaction friction”. Forward-thinking organisations are not only acknowledging this customer service trend, but also taking advantage of the powerful combination of virtual and real support.

On Tuesday, 12th July, Creative Virtual Founder & CEO, Chris Ezekiel, will explore this emerging trend as part of CRMXchange’s Technology Innovation Showcase webcast series. His presentation, titled Combining the Virtual and the Real for Customer Engagement Success, features live demonstrations of current implementations and a look into the technology powering these solutions. He’ll also share recent research and developments in the industry.

In addition to seeing intelligent virtual agents in action, attendees will also hear tips for integrating self-service options with live chat. When implemented properly, customers can seamlessly escalate from virtual to live agent and live agents can seamlessly provide feedback to keep information up-to-date. The result is an improved experience for both customers and support agents.

Register now to reserve your spot for this Technology Innovation Showcase. A recording of the webinar will be available to view on-demand for those registrants unable to join the live event.