Organisations need to move away from the traditional model for call centres that is no longer serving customer needs, and embrace a new approach that enables tight collaboration between the contact centre and digital channels.
London, UK (PRWEB) April 19, 2017
Creative Virtual, a world leader in customer and employee engagement, knowledge management and self-service solutions, is joining their partner company Continuous Technologies International Ltd in sponsoring the annual Hong Kong Call Centre Association (HKCCA) International Symposium. The conference with the theme of “Customers @ EASE – Effortless; Accurate; Seamless; Effective” will be held on 28 April at Hong Kong Science Park. Chris Ezekiel, Founder & CEO of Creative Virtual, was once again invited to speak at the event.
“Customers in Asia Pacific are more empowered than ever before and are demanding effortless, accurate, seamless and effective service experiences from companies,” says Chris. “Organisations need to move away from the traditional model for call centres that is no longer serving customer needs, and embrace a new approach that enables tight collaboration between the contact centre and digital channels.”
Scheduled to begin at 10:05 am, Chris’ presentation, ‘Taking Your Contact Centre Into the Future with EASE’, will focus on the event theme and the changes contact centres must make to meet the expectations of empowered customers in Asia Pacific. Chris will explore best practices for combining virtual and real support by bringing together chatbots and virtual agents with live chat. He will also discuss how contact centres will evolve in the future and the transitioning role of contact centre agents.
“In the region we are seeing the change to self-service happening separately from the contact centre which is creating new challenges for companies,” says Philip Chuck, Territory General Manager, Greater China at Creative Virtual. “The joining together of the contact centre with self-service channels is necessary to create delighted, loyal customers. This conference will provide important insights and explore industry best practices for creating the best customer experience, and we’re looking forward to participating for a third year.”
More information about the conference and details for booking a seat can be found on the HKCCA International Symposium 2017 website.
ABOUT CREATIVE VIRTUAL
Creative Virtual is a world leader in self-service solutions that enable anywhere, anytime customer engagement between brands and their customers. Leading global organisations including Lloyds Banking Group, Time Warner Cable, HSBC, Verizon, Chase, InterContinental Hotels Group, Autodesk and Tesco rely on our award-winning V-Person technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty.
Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, knowledge management and business intelligence platform empowers organisations to provide customers with consistent, accurate, personalised and seamless omnichannel engagement across web, mobile, social, SMS, contact centre, service desk, live chat and IVR channels. Delivering significant contact deflection and reductions in average call handling times, as well as increased first contact resolution, together with powerful customer analytics and outcome tracking, the V-Person Smart Help platform is the most compelling self-service product in the world today.
Creative Virtual is headquartered in the United Kingdom with operations in the United States, the Netherlands, Australia, New Zealand, India, Singapore and Hong Kong. For more information about Creative Virtual and V-Person technology, please visit our website at http://www.creativevirtual.com.