VHT Blog
How to Handle the Reality of Trying to Meet Every Customer’s Expectations
I get overwhelmed just reading that headline, don’t you? Common sense tells us that it’s simply not possible to successfully meet the expectations of every single customer who does business with your brand, on every available channel – even before we attempt to account for the spiral of high expectations caused by the “last best […]
Best practices in SMS callback
Whether you’ve got a huge team and plenty of resources, or a small crew of contact center employees and a tight budget, you’re expected to provide a great customer experience. Because today, with the advent of the smartphone and countless other time-saving technologies, customers have increasingly high standards. And those standards won’t be coming down […]
How Video-Based Customer Service Will Be a Game Changer in Customer Perception and Retention Efforts
As soon as the phone became a common household appliance, people began to envision the “picture phone.” We instinctively wanted long-distance communication that let us connect with another person visually as well as verbally. Today, we have “picture phones” in the form of video chat, and it’s wildly popular. In 2017, there were 17 billion […]
How to Optimize the Customer Experience Through Web Callback
Today’s emphasis on the customer experience has not changed the fact that the backbone of solid customer service and support is still an operationally efficient contact center staffed with knowledgeable, personable agents. The emphasis does, however, now include the digital channels your customers use, and this often complicates any goals your business has to provide […]
A review of today’s social customer service standards
Before the digital transformation era, word-of-mouth is what people relied on to make purchase decisions. Today, the term has taken on a whole new meaning through the ever-evolving world of social media. According to Social Media Today, 1 in 3 social media users prefer social media customer care services to telephone or email, and an astounding […]
The Two Factors that will Secure Your Contact Center’s Future
With how quickly technological advancements change the customer service world, these two vital factors will help secure the future of your contact center: Digital innovation and channel adoption. Contact centers that aren’t focusing on these factors will undoubtedly see a decrease in longevity, brand loyalty and customer retention. Here’s how these important factors can help […]
What Your Business Needs Now to Anticipate Future Customer Expectations
Customer needs and expectations evolve over time, and the main factor that is currently driving this evolution is technology. People use multiple digital devices like smartphones and laptops every day, which allows them to get information and communicate no matter where they are. They are constantly presented personalized information through email, internet browsers and social […]
The Largest Driver Behind Effortless CX is a Key Contact Center Metric
Although there are various drivers that play a role in successful customer service interactions within the digital world, the most important driver behind giving your customers the effortless experience they expect is resolving their issue(s) in a single interaction. According to The State of Digital Care in 2018, 38% of respondents stated this as the […]
Still Struggling with Implementing Your Omni-channel Strategy? You’re Not Alone.
The prevailing sentiment of customer service executives is that the time to join the bleeding edge of omni-channel implementation is over. But new data from The State of Digital Care 2018 shows that this is simply not the case. Just over half (54 percent) of respondents indicated that their expectations were met by digital customer […]
FCR in the Age of AI
First call resolution, or FCR, has long been the gold standard of contact center metrics, probably because it’s a true test of your center’s efficiency. Now that the focus is shifting to include your customers’ contacts made digitally with automated systems, FCR is not only more difficult to achieve, but even more relevant because it […]