Entries by Mandy Reed

IAC London 2016 Day 1 – Pioneering the 4th Industrial Revolution

By Gianandrea Gaetani, Junior Knowledgebase Engineer With all the talk revolving around the convergence of Artificial Intelligence, the present and future implementations of Intelligent Agents, Robotics, identity and biometrics, quantum, nano bio tech, and 3d printing, the Intelligent Assistants Conference held in London on the 26th and 27th of April left participants debating where we […]

IAC London 2016: Helping humans harness the power of intelligent assistants

By Mandy Reed, Marketing Manager (Global) For the first time Opus Research is bringing their Intelligent Assistants Conference to Europe. IAC London 2016 is being held 26-27 April at Grosvenor House in London and will be co-located with Intelligent Authentication Conference 2016. The Opus Research team has put together an impressive agenda of expert panel […]

Knowledge Management + Virtual Assistants = Award-Winning Contact Centre Solutions

By Mandy Reed, Marketing Manager (Global) In 2015 Motability Operations, a long time Creative Virtual customer, was recognised with the Innovation Award for Sustainable Culture as part of the Customer Contact Innovation Awards presented by The Forum. The judges selected Motability Operations because “their approach to knowledge management builds trust and supports effective conversations, getting […]

Don’t be a Robot: Are Instant Replies Always Best?

By Alessandro Giordo, Web Developer and Support Technician I’ve always loved the interaction between human and machine. No wonder I’m a Developer, used to communicating every day with computers and programs using their language, or mine. When I started using online chats and support chats, I also started wondering about having a computer on the […]

The Smart Machines are Coming! Are You Ready?

By Mandy Reed, Marketing Manager (Global) “Smart machines offer huge potential benefits to early adopters within financial services, even with regulators barring banks from some use cases. CIOs must proactively prioritize potential investments in smart machines and begin pilots in 2016.” * Everything seems to be getting smarter these days – our phones, our TVs, […]

It’s Time to Talk About the End-to-End Digital Employee Experience

By Chris Ezekiel, Founder & CEO Talking about the end-to-end digital customer experience is nothing new. Over the past several years we’ve seen organisations take on the challenge of how to serve highly connected, always on customers. While this has certainly not been an easy undertaking, companies are now understanding the importance and necessity of […]

Is Your Customer Support Team Turning into the Working Dead?

By Mandy Reed, Marketing Manager (Global) Recently I read an article discussing the effect multichannel support is having on customer support professionals. Balancing a heavy workload, which is only predicted to increase in 2016 as multichannel support grows, has made the risk of burnout a huge challenge for the industry. With burnout comes less satisfied […]

Virtual Agents and Human Agents Join Forces for Customer Service in 2016

By Mandy Reed, Marketing Manager (Global) The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organisation should be keeping an eye on developments in the space […]

I Have Live Chat. Why Do I Need an IVA?

By Karen McFarlane, VP of Marketing (Americas) Great question and glad you asked! The answer is quite simple. To start, think about why you employed live chat in the first place. Was it to: Reduce volume to your contact center? Provide online customer assistance? Increase customer loyalty and reduce barriers to engagement? All of the above reasons have significant monetary […]

5 New Year’s Resolutions That May Not Have Made Your List

By Karen McFarlane, VP of Marketing (Americas) As you start implementing your 2016 plans, don’t forget that you already have a powerful marketing tool at your disposal that you need to consistently nurture – your customers. They are your single most important marketing tool and no amount of money can equal their impact. With customer […]