VHT Blog
How to Combat the Challenge of Instant Gratification in Each Communication Channel
Patience is supposed to be one of the great virtues, but in today’s one-click-ordering, same-day-shipping economy, patience seems like an old-fashioned idea that went out with buggy whips. We’ve grown so used to instant gratification, we only notice it when we don’t get it – which poses a problem for businesses. How can you efficiently […]
Where to Begin When Choosing Your CX Software
As 2019 starts rolling, you’re probably looking for ways to enhance the customer experience (CX). After all, CX is the new market battlefield where user expectations and seamless execution determine the leaders and laggards. You can’t win if you don’t play. But proceed carefully; research reported on CustomerThink found that only 23% of companies realized […]
Where should your business draw the line for self-service?
CCW recently released its market study on “The Future of the Contact Center in 2019,” and it provides a mixed bag of perspectives for businesses in pursuit of improving their customer experience. The good news is that no one seems to be buying into the idea that artificial intelligence should replace your human staff. In […]
It’s No Longer Just about Your Omni-Channel Strategy
During the omni-channel buzz, the goals were to give customers the ability to interact seamlessly in the channel of their choice, while also deflecting more costly interactions away from the contact center. Companies aggressively shifted their focus to their digital assets such as their website, mobile apps, chatbot, live chat, customer portal, etc. But as […]
The Secret to Reducing Repeat Callers
Reducing repeat callers can drastically improve the efficiency within your call center operations. In order to reduce repeat callers, your focus should be on improving FCR, or first call resolutions. A study conducted by SMQ showed that 72% of customer issues were solved on their first call, leaving 28% of customers to call back in, […]
The CX tool that can help you scale without breaking the bank
Due to the increasing importance and emphasis on customer experience, there are plenty of CX tools to choose from. These tools have a wide range when it comes to price and functionality, and finding the best tool for your budget can be cumbersome, especially for companies looking for something that will scale with them as […]
What Customers Want: A Review On How Your Business Can Meet Customer Expectations
What do your customers want? It’s a simple question that, as two recent studies from Customer Contact Week showed, many organizations aren’t answering correctly. The first study, conducted in the summer of 2018, found that consumers tend to prefer easy experiences over personalized ones. Interestingly, a follow-up study—also from Customer Contact Week—found that contact center […]
2018 in Review: The Year of the Customer Experience
While we knew in previous years that a paradigm shift had happened in regards to how businesses must approach customer service, 2018 was the year of deciding how the enlarged concept of the customer experience should manifest within each contact center. From our perspective at VHT, here are the CX tactics that were most commonly […]
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, […]