A view of the IRS building in Washington, D.C. (Chip Somodevilla / Getty Images) A trial of a telephone callback system conducted last year by the Internal Revenue Service saved taxpayers about 1.7 ...

Callback – also called virtual hold – has been around for over two decades. While there are uncertainties on who developed virtual solutions, us old-timers will remember that Virtual Hold Technology ...

VHT’s customers, which include some of the world’s top brands, can now gain direct insight into the experiences of their customers by asking them what they think — right when it matters most NASHVILLE ...

A view of the IRS building in Washington, D.C. (Chip Somodevilla / Getty Images) The IRS established a Taxpayer Experience Office to improve customer experience by establishing agency guidelines based ...

The Treasury Inspector General for Tax Administration says performance metrics aren't clear for the IRS Customer Callback System. In the report, TIGTA said the IRS needs to enhance reporting of the ...

VHT, a provider of customer-experience software, has acquired Survey Dynamix, a provider of customer-feedback technology, enhancing its Mindful customer callback capabilities by adding real-time ...

5 Call Queue Management Tips to Survive Peak Hour Traffic Your email has been sent Discover the best call queue management tactics to decrease wait times without hiring more call center agents.