Entries by Mandy Reed

Virtual Agent Usage Spikes as Self-Service Rescues the Customer Experience

By Mandy Reed, Global Head of Marketing Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Throw in a global pandemic and all bets are off. Many organisations are struggling with an overwhelming increase in calls and the closure of call centres. Customers are […]

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 […]