Reduce customer effort & frustration
VHT is the innovator in enhancing the customer experience. We deliver an advanced suite of agile software solutions — on-premise or cloud-based — designed for brands of all scope and size to optimize customer experience and streamline cross-channel interactions.
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Although there are various drivers that play a role in successful customer service interactions within the digital world, the most important driver behind giving your customers the effortless experience they expect is resolving their issue(s) in a single interaction. According to The State of Digital Care in 2018, 38% of respondents stated this as the […]
The prevailing sentiment of customer service executives is that the time to join the bleeding edge of omni-channel implementation is over. But new data from The State of Digital Care 2018 shows that this is simply not the case. Just over half (54 percent) of respondents indicated that their expectations were met by digital customer […]
First call resolution, or FCR, has long been the gold standard of contact center metrics, probably because it’s a true test of your center’s efficiency. Now that the focus is shifting to include your customers’ contacts made digitally with automated systems, FCR is not only more difficult to achieve, but even more relevant because it […]