When it comes to your technology contact center, there are countless ways to spend your budget. From the latest CRM tool to ergonomically-correct standing desks, the possibilities are endless if you have deep pockets. However, when you’re on a limited budget, there are still plenty of low cost changes that you can make that can […]
Just as it’s wise to get an annual visit with your doctor, it’s also a good idea to schedule an annual checkup for your contact center to determine the wellness of your customers. When you’re busy with day-to-day, 24/7 operations, it can be difficult to identify issues that can remain under the radar until they become […]
Your business has its own unique personality and traits. These qualities may have started as something quite organic, but over time your identity has probably been refined and honed by your marketing team. While a strong, identifiable personality can definitely grab attention, it’s a mistake to limit it to your marketing efforts. Rather, it needs […]
In this age of online reviews, negative stories of poor customer service are rampant. Although not as commonly told, tales of positive customer service experiences are out there, too. And, they can serve as tremendous inspiration for companies to raise their quality of their own service. To motivate you to think beyond the basics, we’ve […]
Back in December 2013, the average wait time when calling the Boston Registry of Motor Vehicle (RMV) was 21 minutes and 21 seconds. That’s a long time to wait to speak to a human, and the folks at the Boston RMV agreed. That’s why at the start of 2014, the organization rolled out VHT’s Conversation […]
In 2010, Delta Airlines introduced a new tagline: “Keep climbing,” which conveys a constant striving for excellence. 2010 was also the same year Delta implemented a customer service callback option powered by VHT, and thus I consider VHT as part of Delta’s brand initiative towards excellence. The airline industry is a challenging business (and I say […]
Digital Media Pro / Shutterstock.com WestJet Airlines implemented VHT’s Conversation Bridge back in 2010, enabling customers to schedule a callback from customer service through multiple channels (read the press release here). The fast-growing company also invested in workforce management training to ensure all customer-facing employees provide excellent interactions. Between VHT’s callback option and employee engagement, […]
Your stomach drops. You frantically search your pockets, dig through the contents of your purse and begin to panic. Everyone can identify with that feeling of losing or misplacing a credit card. It’s not a good feeling. The next step is to call the credit card company. This is clearly an urgent situation. Let’s hope […]