Entries by admin

This Way for Self-Service

By Mandy Reed, Marketing Manager (Global) Every organisation faces obstacles when it comes to customer support management. Customer expectations are high and customer experience budgets are low. Many companies are turning to self-service options that not only fit with busy customer lifestyles, but also help to significantly reduce support costs. At the end of Creative Virtual’s 2015 […]

New Survey Report: 2015 Global Customer Support Outlook Survey Results

By Chris Ezekiel, Founder & CEO Today Creative Virtual released the results of our 2015 Global Customer Support Outlook Survey. This survey is a follow-up to the one we conducted in 2013 and solicited input from customer experience professionals via an online questionnaire fielded between April and May of this year. Not surprisingly, a majority of […]

Human Touch or Human Error: Supporting Live Agents with the Right Tools

By Mandy Reed, Marketing Manager (Global) Critics of intelligent virtual agent, also known as Virtual Customer Assistant (VCA), technology often emphasise the fact that these solutions eliminate the human touch, and without that human interaction organisations are missing out on a key opportunity to build relationships and loyalty with customers. However, they often fail to […]

And the winner is. . .

By Bj?rn Gülsdorff, Head of Business Development . . . Commercial Bank of Dubai & Creative Virtual for the Virtual Assistant Sara in the category “E-Commerce and Digital Experience” as well as “Overall Discipline and People Specific Winner”! Not everyone cares about awards, and I understand why. There are so many of them and often they sport […]

Motability Operations’ Approach to Knowledge Management Recognized with Innovation Award

By Liam Ryan, Head of Sales Last week I had the honour of joining the team from Motability Operations at the 2015 Customer Contact Innovation Awards gala dinner presented by The Forum. Their entry had earned them a finalist spot for this prestigious awards programme which recognises outstanding initiatives that are making customer operations great places to […]