5 Reasons Your Call Center Reps Are More Important Than Ever Before

Share on TumblrOne of the hardest things to be is a call center manager. You track and measure a slew of call center metrics and spend a huge amount of your time analyzing them. You find trouble spots and fix them. You identify pockets for improvement and lead process change. Call centers may not be where Continue Reading »

Believe it or not…Cable Companies Focus on The Customer Experience

Share on Tumblr Over the past several days, I attended The Cable Show in Washington D.C. After recovering from being star struck watching M.C. Hammer and Willie Robertson from Duck Dynasty on stage, I settled in for Michael Powell to officially open the show.  Powell, President and CEO of National Cable & Telecommunications Association (NCTA), opened this year’s show Continue Reading »

Your TV is the Next Customer Service Channel

Share on TumblrVHT is demonstrating its Conversation Bridge solution for cable set-top-boxes this week at The Cable Show in Washington, D.C.  The solution allows customers w ho run into issues ordering videos on demand to request a callback from a customer service re presentative using their cable remote control from the comfort of their living rooms. Continue Reading »

VHT Speaks at Conference About “The New Banking Environment”

Share on TumblrI will be speaking today at the The 32nd Annual New England Bank Technology and Retail Banking Conference & Exhibit held outside of Boston. The theme of the event is “The New Banking Environment: Keeping Ahead of Your Customers.” I’m sharing with the group research that reveals the preferences of mobile banking customers. Continue Reading »

VHT Showcases Conversation Bridge to Avaya Users at IAUG CONVERGE

Share on TumblrVirtual Hold Technology (VHT) has been an Avaya DevConnect partner since 2008 and is showing its support this week by exhibiting at the International Avaya Users Group (IAUG) CONVERGE Conference this week in Orlando, Florida. IAUG is a fantastic place to connect, communicate and collaborate with fellow Avaya users from around the world. Continue Reading »

Your 1-800 Number: Not Required for a Great Customer Experience

Share on TumblrYou did it!  You’ve replicated the automation customers have grown accustomed to from your IVR to the online experience inside your web and mobile apps.  Customers can now pay their bill, check account status, inquire about a particular product or search your FAQ’s all from the convenience of their laptop, tablet or mobile Continue Reading »

Unplugging Your IVR Lowers Customer Effort, Boosts Customer Experience

Share on TumblrFew Millennial consumers begin outreach to customer service by picking up the phone. Instead, they are reaching first for their internet connected devices. With this in mind, companies are turning their attention away from IVR improvements, which no longer deliver the ROI they once did, to other areas, such as: Reducing the customer Continue Reading »

Hey Dick

Share on TumblrOccasionally I’ll write about a unique and personal customer service experience that represents a change I see happening in the marketplace. This past weekend such an experience occurred when I visited Dick’s Sporting Goods to return a workout top that I bought for my wife a few days earlier. I was intrigued and Continue Reading »

Mobile is not a device. It’s who and what we are.

Share on TumblrMobile, mobility, smartphone and app are all buzzwords within customer service circles right now. As a result, many organizations are developing strategies for delivering mobile solutions to their customers that facilitate self-service and online purchases. However, if customer service professionals only think about how to transplant their existing solutions from the IVR or Continue Reading »

The ROI of Virtual Queuing

Share on TumblrA who’s who of the largest companies in the world use Virtual Hold to deliver a premium customer experience while reducing operating expenses for their call centers. One of the most impactful tools to both their customers and their bottom line is the Virtual Hold callback, the virtual queuing solution invented by VHT in the Continue Reading »