VHT Blog
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 […]
What Is Customer Experience Optimization
Before we dive into the history as well as different strategies to optimize the customer experience, let’s first begin with the definition of customer experience. Customer experience is how a customer perceives any individual interaction as well as overall interaction(s) he or she has with a business. These experiences can come from any touch point […]
The 4 Elements of Customer Perception
In a previous blog post, we defined customer perception as simply what your customers and potential customers think of your organization. From the contact center agents to the messages on your business’ social media to what your company stands for, there are many factors that can positively or negatively affect customers’ thoughts of your organization. If […]
How to Build a Customer Perception Questionnaire
Building a customer perception survey is a great way to gauge how satisfied your customers are. The goal here is to measure your customers perceptions towards your brand – how they feel, what they love about it and what can be changed to make it better. Including the right questions is essential to getting the […]
What are the Fundamental Aspects of Contact Center Operations
It can be a challenge to manage the operations of a contact center. Contact centers usually work with all the different parts of a company and need to be efficient, prompt and knowledgeable, all while meeting customer expectations. The contact center is essential to customer retention and loyalty, which makes fluid operations that much more […]
The Future of Callback
Depending on how far forward you’re thinking, this may seem like a moot question to you. After all, the future of customer service is all self-service automation, right? The short answer is, not yet – and certainly not all. Consider that Microsoft’s 2017 State of Global Customer Service Report found that 74 percent of respondents […]
INFOGRAPHIC | Cresting the Wave of CX: Four Points You Need for your CX Plan
The traditional view of the “customer journey” no longer holds true. Here’s how to build a successful Customer Experience (CX) strategy. Check out this infographic, “Cresting the Wave of CX: Four Points You Need for Your CX Plan.” This infographic provides stats and advice to help you: Gain support for your CX strategy internally Appreciate […]
What are the top factors that affect customer perception?
Customer perception goes far beyond just their experience with a product or service. There are many different factors that can affect customer perception and how they ‘view’ a company or brand. Understanding these different factors can help companies improve their customer satisfaction, leading to better brand loyalty and customer retention. Here are some factors to […]