VHT Blog
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 […]
Best Practices in Social Callback – Use Cases
How fast can prospects or customers with questions get from your social media page to a customer support agent? If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center. Fortunately, social callback makes the transition from a social media […]
What is Virtual Queuing?
Virtual queuing is basically the ability to hold a caller’s place in line (virtually, of course) so they don’t have to sit hold hold and wait. This allows callers to go about their day and gives service reps the time to work through customer interactions without interruption. Here’s an in-depth look at how virtual queuing […]
Contact Center Technology Trends for 2019
While technology is advancing throughout nearly every industry, it is evolving at an amazingly fast pace in the realm of contact centers. In fact, technological innovations are changing how customer service is being delivered in ways that are dramatically impacting the customer experience. In 2018, the emergence of solutions that incorporate technologies, including artificial intelligence […]
How to Prepare Your Contact Center for the Holiday Rush
The holiday season is just a few short months away, so now is the perfect time to start preparing the Holiday Rush! Over the holidays, you will surely see an influx of customers reaching out to your contact center through all means, including calls, emails, chat, website forms and social media, so it’s essential to […]
INFOGRAPHIC | 6 Essential Technologies for Today’s Contact Center
With a good service strategy and the right technology, the contact center can step up as a primary channel for building loyalty and satisfaction. Check out this infographic, which outlines six contact center technologies that are available right now and which can improve your customer experience.
How Callback Can Easily Integrate With the Latest Contact Center Technology Trends
Callbacks have proven effective for lowering wait times, decreasing abandons and improving customer experience (CX) for many years. And callback continues to play a central role because even with a wide choice in contact channels, 41% of customers still prefer to talk to a person. Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud […]
2019 Contact Center Conferences
Can you believe it? School is back in session, fall is approaching and Q4 of 2018 is almost upon us. That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. They will be here before you know it! Here are some of the most anticipated 2019 contact […]
What is SaaS Callback?
Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. Generally, the caller has two options: they can opt to be called back as soon as possible, or they can schedule a preferred time to be called back. With SaaS […]
Sneak Peek: 2019 Customer Experience Trends
If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. Most companies realize that CX will increasingly impact business results. In fact, Gartner reports 81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds […]