VHT Blog
How Callback Can Help Transform Your Chatbot Experience
Just having a chatbot active on your website is no longer good enough to create a great customer experience. What creates a great customer experience is the interactions and abilities your chatbot has with potential or existing customers, personalizing communications, solving basic problems or answering questions and adequately assisting your customer service agents. A great […]
Financial industry’s guide to customer experience success
Every industry has its threats—from new competitors and regulations to shrinking margins and global unrest. But few face this onslaught all at once—and for extended periods of time—like the financial services industry has in the past couple of decades. Yet, you can’t expect to overcome all these challenges at once. You have to start somewhere, […]
The Future of Callback in an AI-dominated World
When examining the confluence of artificial intelligence (AI) and customer experience, one monster statistic is usually cited: Back in 2011, Gartner predicted that customers will manage 85 percent of their relationship with any business without interacting with a human. Recently Gartner appears to have updated the specifics by stating that 25 percent of specifically customer […]
Five basic truths of CX for new and small businesses
One basic truism of business is that it costs many times more to acquire a new customer than to retain an old one. Widespread acceptance of this, as well as the rise of digital society, has led to the current focus on the customer experience (CX) as the best indicator for future success. How important […]
How small businesses can improve CX at a low cost
The digital transformation has both fragmented and prioritized the friendly human interaction that once made up most of our daily lives. One result has been the rise of the customer experience as the most likely predictor of business success. This presents a good-news bad-news scenario to small business owners. The good news is, the quintessential […]
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. […]