Entries by admin

Extending a Helping Hand, Virtually

By Mandy Reed, Marketing Manager (Global) One of my favourite features of my house right now is my kitchen island. I have always liked it, but since breaking my foot a couple of weeks ago it’s become indispensable to my one-footed way of life. It’s in the perfect location to allow me to easily transfer […]

Virtual Agents: Looking at the Development of Self-Service Support

By Mandy Reed, Marketing Manager (Global) Over the years the way in which customers and businesses communicate has dramatically changed, bringing new dynamics and expectations to those relationships. Along with the increasing number of engagement channels, has also come a change in organisations’ requirements for customer support software. In Developments in Customer Service Software, 1990s to […]

Evolving Customer Engagement Channels Addressed at HKCCA Symposium 2015

By Philip Chuck, Territory General Manager, Greater China At the end of March, Creative Virtual had the opportunity to attend the annual Hong Kong Call Centre Association (HKCCA) Symposium alongside our partner company Continuous Technologies International Ltd (CTIL), a Platinum Sponsor of the event. The agenda was packed with presentations, panel discussions and networking breaks all […]

Upcoming Roundtable to Address IVR and Self-Service Best Practices

By Mandy Reed, Marketing Manager (Global) On Thursday, 9th April 2015 CRMXchange will continue their Best Practices Roundtable series with a live webcast focused on IVR and Self-Service Best Practices. Creative Virtual Founder & CEO, Chris Ezekiel, will share his experience and expertise in developing and deploying smart self-help solutions as part of the expert panel […]

Prestigious Recognitions for Commercial Bank of Dubai

By Mandy Reed, Marketing Manager (Global) In a region where competition among financial organisations is high, the Commercial Bank of Dubai (CBD) pride themselves in being a progressive and modern banking institution and are setting themselves apart from their competition by providing their customers with an innovative and personalised experience. These successful efforts by CBD […]

HKCCA Symposium 2015: Ease of Doing Business

By Chris Ezekiel, Founder & CEO Those of you who follow me on Twitter know that I’ve made a number of visits to Hong Kong over the last few years and, even though my trips are usually busy with business meetings, I always enjoy my time there. I’m particularly looking forward to my upcoming trip this month […]

Marketing Conference Explores the Digital Customer Experience

By Leah Bateman, Project Manager The Financial Services sector has been facing many challenges in recent years, with aggressive efficiency saving measures, large scale regulatory reform and lack of consumer confidence featuring highly on the list. Increased competition due to seven day switching regulations introduced in 2013 means that Financial Service providers must better understand […]

Calling All Customer Experience Professionals!

By Mandy Reed, Marketing Manager (Global) Are you involved in the research, development, implementation or maintenance of your organisation’s customer support strategy? Is your business focused on improving customer interactions through contact centre communications, customer service inquiries, social media or mobile? Then we’d love to hear from you! Creative Virtual has created our 2015 Customer Support […]

The Effortless Experience Paradigm: How is it Relevant to Virtual Agents?

By Courtney Schreier, Marketing Manager, Americas Making customer experience effortless has become a mantra since the 2013 publishing of the The Effortless Experience. And it seems that this concept is not one likely to go away soon – nor should it. The idea of first interaction resolution and easy self-service versus over-and-above personal interactions with super-friendly […]