VHT Blog
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 […]
How Artificial Intelligence Impacts Your Customer Experience
It’s not that long ago when managing a contact center was focused primarily on a single voice channel. Today, customers expect to be able to engage on the channel of their choice, whether it’s social media, app, email, text or webchat. Customer journeys have become very complex with a rapidly escalating amount of data to […]
What is Customer Experience Analytics?
By now it should be obvious how important customer experience is throughout all aspects of doing business – especially regarding customer service and related digital channels. Understanding your customer’s experience will help improve how your customers interact with your company and ultimately promote brand loyalty, customer retention and engagement. Before you begin planning and strategizing […]
6 Essential Technologies for Today’s Contact Center
As people turn to self-service for account management and simple tasks, contact centers will spend more time working with customers at crucial touchpoints, such as when they need help with a product or during the sales process. If those key moments are handled badly, people will go elsewhere. Fortunately, according to thinkJar research, 85% of […]
Understanding the role value plays in your customer retention strategy
What if I told you the price of your product or service is irrelevant to the future of your business? I don’t know how outrageous that sounds anymore; the idea of competing on the basis of price point is largely passe now that your customers can easily search the world for a better deal than […]
What is Customer Effort Score?
Reducing a customer’s effort in communication, navigation and purchasing greatly improves their overall experience. In order to understand how much effort customers need to put in to complete these actions can be measured through CES, or Customer Effort Score. Let’s take a few minutes and review what customer effort score is and how you can […]
Are Your Customer Satisfaction Survey Questions Actionable?
With customer experience today’s biggest competitive differentiator, it’s more important than ever to understand what customers want and need. This requires measuring customer satisfaction on an ongoing basis. High levels of customer satisfaction directly correlate to important future behaviors like the probability of buying again or referring your brand to others. Yet, gauging customer satisfaction […]