VHT Blog
What are the Fundamental Aspects of Contact Center Operations
It can be a challenge to manage the operations of a contact center. Contact centers usually work with all the different parts of a company and need to be efficient, prompt and knowledgeable, all while meeting customer expectations. The contact center is essential to customer retention and loyalty, which makes fluid operations that much more […]
The Future of Callback
Depending on how far forward you’re thinking, this may seem like a moot question to you. After all, the future of customer service is all self-service automation, right? The short answer is, not yet – and certainly not all. Consider that Microsoft’s 2017 State of Global Customer Service Report found that 74 percent of respondents […]
INFOGRAPHIC | Cresting the Wave of CX: Four Points You Need for your CX Plan
The traditional view of the “customer journey” no longer holds true. Here’s how to build a successful Customer Experience (CX) strategy. Check out this infographic, “Cresting the Wave of CX: Four Points You Need for Your CX Plan.” This infographic provides stats and advice to help you: Gain support for your CX strategy internally Appreciate […]
What are the top factors that affect customer perception?
Customer perception goes far beyond just their experience with a product or service. There are many different factors that can affect customer perception and how they ‘view’ a company or brand. Understanding these different factors can help companies improve their customer satisfaction, leading to better brand loyalty and customer retention. Here are some factors to […]
How to Address the Most Common Challenges in Customer Experience Optimization
It should come as no surprise that happy customers are more likely to buy from you. But did you know that a great customer experience makes customers up to five times more likely to make a purchase? Despite this, and many more advantages of optimizing the customer’s experience, most organizations are still in the beginning […]
What Type of Contact Center Should You Choose: Premise or Cloud?
In just a few short years, the idea of a contact center in the cloud has gone from “pie in the sky” to something that management must consider if they’re serious about reducing costs, maximizing their workforce, and adding channel flexibility. However, the decision to stay on premises or go to the cloud is influenced […]
What to Expect with Subscription Callback
The quick answer is that subscription Callback lets small and independent businesses leverage enterprise-quality solutions that are purpose-built to fit their needs. It’s a pay-as-you-go service that requires no setup, is handled almost entirely online, and can be live for your agents within days. If that’s not enough to pique your interest, let’s start at […]
Why This Must-Have Contact Center Tool Is Supreme at Reducing Your Business’ Costs
Let’s assume for the moment that you accept the viewpoint that a callback solution is best practice from a customer experience standpoint: Surveys have consistently found that the majority of customers find waiting on hold to be deeply frustrating, and that they prefer the control and convenience of scheduling a callback rather than waiting for […]
Why Technological Integration is Key for Customer Experience Optimization
Optimizing customer experience can benefit your company in many different ways. Satisfied customers across all channels of business tend to spend more, be loyal to your brand and increase engagement both with your company and with people they know. An essential tool needed for creating the optimal customer experience is technology. Ideally, this technology should […]
How to Implement Your Customer Experience Strategy
Making your CX strategy real by engaging and energizing the people you need on your side. A strategy only shines in execution. For your carefully-laid plans to add real business value to the customer experience, you need to look at how you implement your strategy from the ground, getting your hands dirty with the actual business of […]