VHT Blog
Digital Transformation and the Customer Journey Model
In 1995, when IBM launched Simon, the progenitor of today’s smart phones, few people could have imagined the email, text, and social media-saturated world we inhabit today. But if you consider how much digital interactions have changed in a little more than two decades, it’s no surprise that businesses are still scrambling to bring their […]
Best Practices in Mobile Callback
Whether you’re sitting on a beach or packed into a commuter train, you’re rarely more than a few seconds from connecting with anyone in the world. Yet, despite our global connectivity, interactions between businesses and their customers and clients regularly fall short of our expectations. Customers are forced to wait on hold because call centers […]
How to Improve ASA with Callback
Improving ASA (average speed to answer) can have many positive impacts on your call center, and one method of improvement is through a callback system. ASA has a direct correlation to important call center metrics such as call abandonment rate, efficiency and customer satisfaction. By decreasing ASA, call centers can improve these metrics and create […]
Best Practices in Digital Callback
By now, you’ve heard of how digital transformations are changing every facet of modern business, from marketing to risk management and everywhere in between. You may even be in the 70 percent of companies that either has a digital transformation strategy in place or are in the process of implementing one. What’s less talked about, […]
Best Practices in Web Callback
PPC & Display Ad Management If it feels like everyone has a smartphone these days, it’s because they do. In the United States, smartphone usage has grown—and continues to grow—to record heights. For contact centers, that means that the overwhelming majority of customers and prospects have a web browser at their fingertips, at all times. […]
What is a call back solution?
To put it simply, callback solves the customer-service problems that grow out of customers waiting on hold. A callback solution informs callers of their expected wait time and will “hold their place in line” should they prefer not to wait; callers can choose to be called back either once an agent is available or at […]
How Universities Can Win Big With Callback
Callback systems like VHT Callback have helped countless businesses provide responsive support over phone, web, text and email while fostering an excellent customer experience. Although universities and colleges are not primarily businesses, their “customers,” the prospects, students, parents and alums, still expect the kind of interaction callback provides. And schools enjoy the added benefits of […]
A Contact Center Expert’s Guide to Improving CX in 2019
Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. Chatbots People love using chatbots for simple tasks. They answer questions fast, help select products, offer simple support and […]
What is call back software?
Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller. The benefits of callback are that it eliminates the […]
Transform Into a Modern Contact Center: The 7 Best Practices for Callback
If your contact center is upgrading to a stronger customer experience (CX), you need to rely on applications that offer immediate benefits at the start of the journey and continue adding value as strategy evolves. While callback provides an instant CX improvement by giving callers a way to avoid the queue, it also enhances the […]