This 1¢ Piece of Paper is Costing Your Contact Center Millions | The Vistio Blog


When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.

Recruiting Smarter: Key Tips for Hiring Quality Agents in the Work-From-Anywhere World


Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new challenge: adapting pre-pandemic recruiting practices to a new business environment. But what if instead of adapting your old hiring practices, you take this time to start fresh?


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Self-Driving Cars and Self-Service Contact Centers: How Close are We?


Remember the days of travel before GPS? The days where we were dependent on AAA, purchasing large, clunky maps that often caused strife on many a family road trip? . You would buy whatever maps that covered all the places you might want to go.

BPO with a Purpose: A Candid Conversation with Hui Wu-Curtis


Hui Wu-Curtis is a CX enthusiast and strategist who specializes in all aspects of contact centers. She has over 25-years of experience in leadership across multiple industries including hospitality, utility, financial services, telecommunications and healthcare.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

4 Greatest Challenges for Utilities Contact Centers—and How To Overcome Them with Vistio


Does this scenario sound familiar? Your customer is moving and needs to perform the simple task of transferring one of your utility services from their current residence to their new home. Seems simple, right?

Selection, Implementation and Use: The Journey of Contact Center Technology with Joe Rice


Joe Rice, the CEO of CXponent. Joe has a long career as a successful executive and business owner in the CX space, focused on advisory and implementation services for IT, communications, and networking infrastructure, including deep expertise in vendor evaluation and assessment.

The Key to CX Success in the Work-From-Anywhere World


Every contact center has a plan for how they want to handle each customer interaction.

The Evolution of the Contact Center and Process Evaluation with Rod Jones


Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert.

Agent Retention: 4 Mistakes You’re Making in the Work-From-Anywhere World


Over the last few months, contact center agents have seen considerable change, from increasing workloads to evolving work environments. And now many agents have to pivot again, this time to a hybrid work model where some coworkers are remote and others are in the physical contact center.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Onboarding and Training in the Work-From-Anywhere World: 3 Key Steps to Achieving Excellence


According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study , contact center agents have fully embraced the flexibility that Work-From-H (WFH) offers. But as the world begins to open back up, a new type of work environment is emerging: the Work-From-Anywhere environment.

Expert Advice with Seasoned BPO Advisor and CX Specialist, Peter Ryan


Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO).

Don’t Add More Technology, Add the Right Technology


A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve contact center performance.

4 Simple Solutions For Optimal Contact Center Performance


Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of the whole story. If your agents aren’t hitting their benchmarks, it’s time to evaluate your call handling processes—and you don’t need metrics to do it.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Top 10 CX Leaders to Follow Now


Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry.

From Agent to Executive: Unique Insights into all aspects of the contact center with Tom Benton


Tom Benton, Head of Operations here at Vistio , has a unique view on contact center management, technology and processes due to his long career in the industry where he often had one foot in the operations sector and one foot in the technology realm.

Get to Know Vistio: An interview with Tom Benton, Head of Operations at Vistio


Tom Benton, Head of Operations here at Vistio , has a unique view on contact center management, technology and processes due to his long career in the industry where he often had one foot in the operations sector and one foot in the technology realm.

4 Simple Signs Your Contact Center Processes are Broken


Contact center metrics are certainly a valuable tool in assessing the efficiency and performance of your contact center but there are other, more subtle indicators of issues that are negatively affecting customer experience (CX) and they highlight the often-overlooked problem of bad process.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

2021 Art of Procurement StartUp & Growth Series with Gregg Antenen of Vistio


Vistio is changing the way the industry integrates technology, people and processes to achieve excellent customer service.

Quality Scores and CSAT: The Oil and Water of Contact Center Management


Most every contact center measures both quality scores and CSAT scores.

Cure The Cause of a Bad Agent Experience (Not Just the Symptoms)


We all understand that agents are critical in delivering great customer experiences, so it makes sense that developing ways to keep agents happy with their work has been a focus of recent innovation in the customer service industry.

How to Disrupt Your Competition


Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Guest Post: How to Enhance Customer Experience Through Change


This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Cloud Based Solutions, the Contact Center and Future of AI


Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly.

CCNG 238

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

And the winners are…congratulations to our LISTEN 2021 Award recipients!


We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients


Avid Readers Make Better Leaders

Contact Center Pipeline

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now.

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.