VHT Blog
How to communicate your company’s CX values in a digital self-service world
There’s no question that the digital wave has washed up on the deserted island of self-service. It’s been reported that, across industries, 81 percent of all customers try to handle their customer service concerns themselves before reaching out to a live agent. At the same time, today’s customers are also proving the adage that it’s […]
Do You Value All Communication Channels Equally?
The days of voice being the sole, or even the primary, communication channel for customers are officially over. According to Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report, companies today offer an average of 11 communication channels. While voice is still in the picture, customers often begin journeys on a website, switch to chat, […]
Six Ways to Eliminate the Gap Between Customer Perception and Reality
Contact centers are responsible for creating a great customer experience and influencing the public’s perception of the company. If customers have a poor opinion of the brand, then the contact center must actively pursue improving this perception — but in today’s world, that is often easier said than done. As Gartner points out in its […]
Are You Using Outdated Metrics to Measure Your Customer Service?
Excellent customer service is a must for any business trying to retain and grow its customer base. But how can you tell if your customer service center is meeting customer expectations, or better yet, exceeding them? Measuring the effectiveness of customer service with the right indicators and data is an essential piece of improvement. Are […]
VHT to Present Best Practices for Optimizing Customer Experiences at Frost & Sullivan Customer Contact East
Interactive discussion focuses on omni-channel strategies, held with PayPal, Izzi Telecom AKRON, Ohio – April 3, 2018 – Next Week, VHT will present at the Frost & Sullivan 2018 Customer Contact East event April 8-11 in Marco Island, Florida. The interactive discussion will detail how businesses can achieve smart goals and exceed expectations to optimize […]
Reimagining Customer Service Centers
How to Change the Perception of Customer Service as a Cost Center Call centers have had the unfortunate long-standing reputation of being a cost center in most companies. They’ve been considered a “necessary evil” rather than a valuable resources, partially because they can be an expensive division to run, but also a perceived negative value […]
Join Us at the Frost & Sullivan Event
VHT will be sponsoring the Frost & Sullivan event April 8-11, 2018 at the JW Marriott Hotel in Marco Island, Florida. Frost & Sullivan’s Customer Contact East event focuses on “Ushering in a New Era of Customer Engagement.” As thought leaders in the customer experience space and as experts in customer engagement solutions, VHT thought […]
What Are the Features of a Leading Callback Solution?
While there are many issues that can impact customer experience quality, extended hold times always ranks high in terms of what Americans hate most about bad customer service. Along with being disconnected, transferred repeatedly and not being able to reach a live person, extended hold times jeopardize customer relationships and can quickly create opportunities for […]
This is Not Your Dad’s Callback
Callback is a solution that has undoubtedly saved time and frustration since the invention of waiting in line: Have someone save your place and come back later. This simple concept has been codified into in-person lines in several industries and has made its way into the best practices of customer service. The contact center industry, […]
How to Enhance CX with Journey Tracking and Meaningful Metrics
We are all focused on delivering the best possible customer experiences for all the obvious reasons: increased brand promotion, reduced customer churn, revenue growth, and, quite simply, doing the right thing! I could site any number of analyst articles and industry quotes to establish this point, but I am confident we are all on the […]