Vistio

FEBRUARY 18, 2025

AI is poised to transform how customer service is delivered. While some companies focus on leveraging AI to cut costs and streamline headcount, others recognize its potential as a powerful complement to existing training programs. Forward-thinking teams are embracing a hybrid training model that combines traditional Learning Management Systems (LMS) with AI-powered simulations.

Technology 52

Technology Personalization Best practices Customer Experience 52

Vistio

FEBRUARY 10, 2025

For small CX teams, embracing new technology is no longer just an optionits a game-changer. With limited resources and high expectations, lean teams are finding ways to make a massive impact by leveraging the power of AI. These tools arent just filling gaps; theyre transforming how work gets done, enabling teams to achieve results that were once out of reach for their size and budget.

Technology 52

Technology Personalization Best practices Management 52

Vistio

FEBRUARY 3, 2025

Contact centers thrive on metrics. Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT)these numbers provide valuable insights into performance and efficiency. But when organizations focus too much on hitting the numbers, agents can feel like cogs in a machine, leading to disengagement, burnout, and ultimately, higher attrition.

Morale 52

Morale Metrics Average Handle Time Coaching 52

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. They provide agents with structured responses, ensuring consistency and compliance while also helping to streamline call handling times. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Vistio

JANUARY 21, 2025

Confidence is the backbone of exceptional customer service. When agents feel prepared and self-assured, theyre better equipped to deliver positive experienceseven in the most challenging situations. Yet, confidence doesnt come naturally to everyone. Many agents struggle due to a lack of preparation, fear of making mistakes, or insufficient training.

Customer Service 52

Customer Service First call resolution Customer Experience Best practices 52

Vistio

JANUARY 13, 2025

Effective agent training is more than just a checkbox on a to-do listits a critical investment in long-term success. Yet, many organizations still rely on outdated methods that fail to fully prepare their agents for the demands of real-world interactions. This oversight doesnt just affect agents; it reverberates across the entire customer experience.

Scripts 52

Scripts Contact Center Feedback Customer Experience 52

Vistio

JANUARY 6, 2025

Every contact center agent has downtimeits inevitable. But what if that downtime became the most valuable part of their day? Enter AI-powered training partners, tools designed to make on-the-job learning seamless, effective, and engaging. The Downtime Dilemma – When agents arent taking calls, valuable minutes tick by. This downtime often goes underutilized, leaving agents stagnant in their skills.

Coaching 52

Coaching Contact Center Best practices Technology 52

Vistio

DECEMBER 16, 2024

Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle? Lets explore the key mistakes contributing to turnover and strategies to create a more sustainable and engaged workforce.

Contact Center 52

Contact Center Agent burnout Construction Coaching 52

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. Generic training approaches are a relic of the past. They leave agents underprepared for the complex, nuanced challenges they face every day.

First call resolution 52

First call resolution Upselling Scripts Coaching 52

Vistio

DECEMBER 5, 2024

Traditional contact center training often focuses on preparing agents for their first day on the job, but what about day 101—or day 1,001? Even the most comprehensive onboarding programs can’t account for the full range of challenges agents will face throughout their careers. Customer needs evolve, processes change, and every agent encounters situations that push their limits.

At home agents 52

At home agents Contact Center Best practices Feedback 52

Vistio

NOVEMBER 18, 2024

The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.

Contact Center 52

Contact Center Feedback Best practices Customer Experience 52

Vistio

NOVEMBER 12, 2024

Stress among agents isn’t just an inconvenience—it’s a silent performance killer. Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. According to recent statistics, over 70% of contact center agents report feeling high levels of stress on a daily basis, and this pressure can lead to burnout, increased turnover, and ultimately, lower CX scores.

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

Vistio

NOVEMBER 4, 2024

It’s natural to think that more training leads to better-prepared, more skilled agents. Yet, in reality, too much training can actually hinder performance. This “training mirage” often creates a false sense of preparedness, leaving employees overwhelmed rather than empowered. Let’s explore the paradox of overtraining and discover how a more targeted, efficient approach can lead to higher confidence, lower stress, and improved outcomes.

Personalization 52

Personalization Best practices Technology 52

Vistio

OCTOBER 28, 2024

Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.

Contact Center 52

Contact Center Feedback Metrics CRM 52

Vistio

OCTOBER 17, 2024

We are excited to announce that Vistio has been named one of the top companies in the Best Supporting Learning Tech category in the prestigious 2024 Talented Learning LMS Awards. This recognition places Vistio among the best in the learning and development industry and highlights our commitment to improving the contact center experience through innovative technology.

Gamification 52

Gamification First call resolution Contact Center Metrics 52

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention.

Analytics 52

Analytics Coaching Morale Metrics 52

Vistio

OCTOBER 7, 2024

Running a contact center is no easy task. Managers are constantly balancing the need for excellent customer service with the challenge of keeping agents efficient and satisfied. One of the most persistent issues facing contact centers is agents leaving training programs without the skills they need to perform effectively on the job. In a field where customer interactions often define the brand, having underprepared agents on the front lines can lead to poor customer experiences, reduced producti

Contact center software 52

Contact center software Coaching Contact Center Technology 52

Vistio

SEPTEMBER 25, 2024

When managing a contact center, one of the biggest challenges is training your agents effectively. You want them to learn quickly, but you also need them to retain the skills and knowledge that are directly relevant to their roles. Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know.

Personalization 52

Personalization Contact Center Feedback Analytics 52

Vistio

SEPTEMBER 23, 2024

As customer expectations rise, they demand more than just quick answers; they seek empathy, understanding, and personalized solutions. How well your agents can manage emotions—both their own and the customer’s—has a direct impact on satisfaction, loyalty, and ultimately, your bottom line. But emotional intelligence isn’t always innate; it can be developed and honed with the right training.

Coaching 52

Coaching Contact Center Feedback Personalization 52

Vistio

SEPTEMBER 16, 2024

As a supervisor or executive overseeing a contact center, you know that the success of your operation relies heavily on your agents’ performance. Your agents are the frontline of customer interaction, and how well they handle inquiries, solve problems, and create a positive experience directly impacts your company’s reputation, sales, and customer retention.

Contact Center 52

Contact Center Customer retention Upselling Coaching 52

Vistio

SEPTEMBER 9, 2024

Training is vital for the success of any contact center, ensuring that agents are well-equipped to handle a wide variety of customer interactions. But when it comes to classroom training, there is such a thing as too much of a good thing. As supervisors and executives responsible for investing in the right contact center technology and training programs, it’s essential to recognize when more training isn’t translating into better results.

Contact Center 52

Contact Center Coaching Feedback Technology 52

Vistio

SEPTEMBER 3, 2024

To keep pace with shifting customer expectations to emerging technologies, organizations must foster a culture of continuous learning within their contact centers. This not only helps agents stay updated with the latest industry trends but also empowers them to deliver exceptional customer experiences. Why is continuous learning in contact centers so important?

Contact Center 52

Contact Center Technology Employee engagement Feedback 52

Vistio

AUGUST 26, 2024

From chatbots that handle routine queries to machine learning algorithms that predict customer needs, AI is transforming the way we engage with customers. However, as we embrace this technological revolution, it’s crucial not to lose sight of the human element that remains essential to a successful AI strategy. Human oversight in AI implementations is not just a safeguard—it’s the key to unlocking the full potential of AI in contact centers.

Customer Service 52

Customer Service Best practices Contact Center Metrics 52

Vistio

AUGUST 19, 2024

Traditional, lengthy training sessions and classroom learning are no longer practical in today’s contact center environment. The demands of modern customer service require agents to be agile, responsive, and continuously updated with the latest information—something that traditional training methods struggle to provide. So, long, structured sessions often pull agents away from their primary duties for extended periods, leading to disruptions in service and a disconnect between learning and

Contact Center 52

Contact Center Best practices Education Technology 52

Vistio

AUGUST 12, 2024

The integration of artificial intelligence (AI) is no longer just a trend but a strategic necessity. However, as contact centers embrace AI, a new challenge arises: how to strike the right balance between technology and human interaction. Achieving this balance is crucial, as both elements play unique and indispensable roles in delivering exceptional customer service.

Contact Center 52

Contact Center Best practices Feedback Technology 52

Vistio

JULY 29, 2024

In the world of contact centers, the old adage “practice makes perfect” is often taken at face value. However, when it comes to preparing agents for the complex and varied interactions they’ll face, mere repetition isn’t enough. To truly elevate agent performance, practice must be more than just a routine drill; it needs to be realistic, intentional, and closely aligned with the actual challenges agents will encounter on the job.

Contact Center 52

Contact Center Metrics Feedback Management 52

Vistio

JULY 22, 2024

In just a couple of years, AI has made significant inroads into the customer service world, promising to revolutionize contact centers with improved efficiency, enhanced customer experiences, and lower operational costs. However, as many recent AI failures in customer service have illustrated, the technology is not without its challenges and risks. Missteps in AI implementation can lead to customer dissatisfaction, privacy breaches, and even reputational damage.

Contact Center 52

Contact Center Coaching Feedback Metrics 52

Vistio

JULY 8, 2024

Recruiting and retaining contact center agents has never been more challenging. With increasing call volumes and soaring customer expectations, agents are feeling more stressed than ever. On top of this, the rise in remote work and the high demand for talent across various industries mean top agents can easily transition to other contact centers or different fields altogether.

Contact Center 52

Contact Center Best practices Technology Metrics 52

Vistio

JULY 1, 2024

In the contact center, one would assume that extensive training leads to confident and well-prepared agents. However, a perplexing paradox has emerged: as agents undergo more training, their anxiety levels often increase. This seems counterintuitive—shouldn’t more training result in better preparedness and confidence? Yet, the reality is quite the opposite.

Contact Center 52

Contact Center Coaching Construction Scripts 52

Vistio

JUNE 24, 2024

Traditionally, contact center training programs relied heavily on classroom-based instruction, where new hires would spend days or even weeks learning the ropes. While this method has been effective to an extent, it has significant limitations. Enter artificial intelligence (AI), which is transforming how training is conducted, making it more dynamic, continuous, and personalized.

Contact Center 52

Contact Center Feedback Coaching Chatbots 52

Vistio

JUNE 14, 2024

While integrating new technological tools in customer service often sounds beneficial, it’s crucial to focus not just on adding more technology but on adding the right technology. The distinction between these two approaches can significantly affect both the efficiency of your contact center and the satisfaction of your agents and customers. At times, contact centers fall into the trap of accumulating excessive tech tools, aiming to cover all bases.

Technology 52

Technology Contact Center Finance Feedback 52

Vistio

JUNE 17, 2024

The landscape of employee training is undergoing a significant transformation. Traditional one-size-fits-all approaches are giving way to personalized learning experiences powered by Artificial Intelligence (AI). This integration of AI promises a future where training is not just effective, but also engaging and adaptable, leading to a more skilled and satisfied workforce.

Gamification 52

Gamification Chatbots Scripts Contact Center 52

Vistio

JUNE 11, 2024

When we look at the world’s top athletes, it’s clear that talent alone doesn’t make them great. It takes years of dedicated practice, refining techniques, and learning from mistakes to reach the pinnacle of their fields. Similarly, theoretical classroom learning and innate talent can only take your agents so far. The real transformation in training happens when they step out of the classroom and start applying what they’ve learned through consistent, intentional practice.

Construction 52

Construction Contact Center Scripts Feedback 52

Vistio

JUNE 4, 2024

Effective training in contact centers is crucial for both operational success and employee satisfaction. Unfortunately, many organizations face persistent issues that indicate their training programs might be fundamentally flawed. Here are some key signs that your contact center training regimen is broken, and why addressing these issues is imperative for the overall health of your organization. 1.

Contact Center 52

Contact Center Construction Morale Feedback 52

Vistio

JUNE 3, 2024

The adoption of innovative technologies in CX such as agent guidance software redefines how contact centers operate. Vistio excels in this transformation by employing proprietary technology and advanced AI to enhance, rather than replace, the abilities of contact center agents. This unique approach rapidly evolves new hires into proficient agents and seasoned agents into subject matter experts, setting a new standard in customer interaction and satisfaction.

Contact Center 52

Contact Center Average Handle Time Analytics Healthcare 52

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly. This article explores the significant role that advanced analytics play in improving the quality of customer service, detailing how it enables personalized interactions, optimizes operational effici

Analytics 52

Analytics Customer Experience Contact Center Big data 52

Vistio

MARCH 20, 2024

The future of contact centers looks promising with the integration of personalized recommendations and enhanced efficiency. This evolution is pivotal as businesses strive to meet the increasingly bespoke expectations of their customers while managing the pressure on operational performance. Vistio’s innovative use of proprietary technology and artificial intelligence sets the stage for this transformation, empowering agents and refining processes.

Contact Center 52

Contact Center Personalization Analytics Benchmark 52