VHT Blog
Which 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 […]
Ready to Craft Your CX Strategy? Then Listen, Measure, and Empower
Compiling and analyzing data from multiple customer touch points, based on company-set metrics, will provide a dynamic and actionable way of improving customer experience Whether you know it or not, your business is awash in data about your customers and what they want. Navigating this sea of information requires a sound customer experience strategy that […]
Takeaways from the 14th Annual Customer Contact East
The 14th Annual Customer Contact East event was a wonderful compilation of ideas and inspirations surrounding the customer care industry. Some of our team members were able to attend and bring back some great insights from the event, especially from the session, “How to Track and Visualize the True Customer Experience Across all Customer Journeys”, […]
To Build a Better CX Strategy, Why Not Harness the Stars?
To develop a customer experience (CX) strategy that’s just right for your company, you’ve got to know what it is — and exactly why you need one Imagine yourself at the helm of a ship. But, the gauges and controls are unreliable. Your vessel is adrift at sea, under the night sky. In the quest […]
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, […]