Vistio

APRIL 25, 2023

Vistio is proud to announce the launch a pilot of new software with several of its key partners that integrates OpenAI’s GPT to revolutionize the way agents are trained and work in contact centers. Already a leading provider of technology for the contact center industry, Vistio is leveraging its extensive experience and the power of AI to empower agents to provide better customer service, improve speed to proficiency, and reduce costs, all while improving the agent experience for both new hires

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Vistio

APRIL 24, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                              In today’s episode, we will be continuing to explore AI and its impact on the CX community, specifically by viewing the relationship of human intelligence verses artificial intelligence. Fred Stacey joins us as we discuss the rapid growth of technology and how the acceleration of innovation makes AI an important part of business.

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Call Center Government Customer Support Technology 52

Vistio

APRIL 17, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                             As technology continues to advance, AI is being integrated into businesses everywhere. So how does Al impact CX? AI is seen as one of the most efficient ways to cut costs and increase efficiency, which are very important parts of CX.

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Banking Technology Best practices 52

Vistio

APRIL 10, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                            Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad , to discuss the benefits of integrating agent-focused technology into CX.

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Metrics Technology Customer Experience Accountability 52

Vistio

APRIL 3, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                           Throughout the greater CX industry, there are so many benefits to being involved in a community. Today Rob Connelly and Jakob Mattice, discuss the impact that communities have on the CX industry. The more connected agents are to the company reflects onto their experiences with the customer; so it’s important to build up a strong connection.

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Vistio

MARCH 30, 2023

Today, a majority of customers follow an omnichannel journey when seeking to resolve an issue. And although customers often start with self-service, social media, or chatbots, they don’t typically reach a resolution there. The endpoint of most customer journeys is the live agent. Which means agents are solving customer issues that tech-based channels can’t.

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Vistio

MARCH 27, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                          Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life. [ 9:18 – 10:19 ] Employee performance issues may alert us to the fact that they are going through some sort of a difficult situation.

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Contact Center Airlines Customer Service Customer Experience 52

Vistio

MARCH 20, 2023

The technology you buy for your contact center directly impacts your business outcomes, agent success, and customer satisfaction. But with so many tools out there, which are the right ones for your business? It can be difficult to find the technology you need to create a comprehensive and integrated system your agents can easily navigate. But workflow software can help.

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Vistio

MARCH 20, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                         In today’s episode we are joined again by Dave Seaton to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX. [3:13- 5:02] There are 3 types of empathy.

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Customer Service Customer Experience 52

Vistio

MARCH 13, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                         We are super excited to welcome Stacy Sherman of the podcast Doing CX Right onto our show today! Since most of the CX focus is centered around the customer experience, it is easy to forget about the equally important agent experience.

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Customer Experience Personalization 52

Vistio

MARCH 6, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                        Q: Why is this the job of a Call Center Agent a job no one wants? A: 2 reasons. 1. Agents call people; and people don’t want to be called. 2. People have to call companies because something in their life isn’t working properly and there is an issue that they are already frustrated with.

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Call Center Personalization Management 52

Vistio

FEBRUARY 27, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                       On today’s episode, we are super excited to welcome back our guest Sheri Kendall. Sheri is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes. Sheri shares the 3 main areas of analysis: content, trainer, and design. [ 7:44- 9:54 ] The first area of analysis is content analysis.

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Analytics Best practices 52

Vistio

FEBRUARY 21, 2023

In today’s labor market, retaining agents is more difficult than ever. Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. So how can you invest in agent retention today? Keep your best talent. When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them.

Contact Center 52

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Vistio

JANUARY 10, 2023

Your agents are foundational to better customer experience. And the technology they use is crucial to their performance. But not all tools are created equal. Agents can get stuck using tech that addresses financial and operational requirements but doesn’t meet their needs, laying the groundwork for low adoption and dissatisfaction. Because agents are the ones using contact center tools, leaders need to hear their voices.

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Contact Center Technology Self service Customer Experience 52

Vistio

JANUARY 16, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                 Today we are talking about the growing expectation from that market that our companies are bringing value to the world. There is a demand for ethical businesses that make the world a better place. Value-based businesses truly reach their customers.

Marketing 52

Marketing Best practices 52

Vistio

JANUARY 23, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                  Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton , we will be explaining how to build buy-in and how to appeal to your stakeholders.

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Vistio

JANUARY 26, 2023

Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue. From self-service to chatbots and email to social media, customers can choose the channel that works best for them, leading to better customer experience overall. With these digital channels on the rise, it may seem like the agent doesn’t have a significant role in the omnichannel customer journey.

Contact Center 52

Contact Center Self service Customer Experience Chatbots 52

Vistio

JANUARY 30, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                   Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you’re a successful business, but how do you become one? Our guest today is Martin Anderson, co-founder and CEO of Lemon Contact Center.

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Contact Center Best practices Customer Experience 52

Vistio

FEBRUARY 6, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                    A big welcome to Thomas Laird AKA The Call Center Geek, the host of the podcast Advice From a Call Center Geek! and the Founder and CEO of Expivia. Today Jakob Mattice and Thomas Laird talk about the role that AI will play in the call centers of the future.

Contact Center 52

Contact Center Call Center Customer Service Technology 52

Vistio

FEBRUARY 13, 2023

Being a call center agent is demanding. It requires maintaining an understanding, patient, and caring nature while working with frustrated or angry customers and navigating surprise roadblocks. Despite their hard work, public perception of agents isn’t always favorable. And within the contact center, leaders don’t always consider agents to be the valuable assets they are.

Customer Experience 52

Customer Experience Contact Center Scripts Call Center 52

Vistio

FEBRUARY 13, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                     Despite attempting to accomplish the same goal, the West’s version of CX is quite different culturally than the East’s version of CX. In today’s podcast we will be addressing the differences between the two areas. Representing the East’s perspective we have today’s guest Vaishali Dialani , who will be discussing with us the cultural disconnect between the East and the West. [ 4:4

Customer Experience 52

Customer Experience Marketing Management 52

Vistio

FEBRUARY 20, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                      Welcome to our first ever Valentine’s Day addition of Recorded for Quality Assurance! Today Rob Connelly and Visitio welcome Suzi Earhart of McorpCX. She’s all about solving problems, giving love, life-long learning and helping others reach their full potential, so she’s here to help us show agents some love today!

Contact Center 52

Contact Center Call Center Customer Experience Management 52

Vistio

FEBRUARY 21, 2023

In today’s labor market, retaining agents is more difficult than ever. Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. So how can you invest in agent retention today? Keep your best talent. When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them.

Contact Center 52

Contact Center Feedback Metrics Call Center 52

Vistio

FEBRUARY 20, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                      Welcome to our first ever Valentine’s Day addition of Recorded for Quality Assurance! Today Rob Connelly and Visitio welcome Suzi Earhart of McorpCX. She’s all about solving problems, giving love, life-long learning and helping others reach their full potential, so she’s here to help us show agents some love today!

Contact Center 52

Contact Center Call Center Customer Experience Management 52

Vistio

FEBRUARY 13, 2023

Being a call center agent is demanding. It requires maintaining an understanding, patient, and caring nature while working with frustrated or angry customers and navigating surprise roadblocks. Despite their hard work, public perception of agents isn’t always favorable. And within the contact center, leaders don’t always consider agents to be the valuable assets they are.

Customer Experience 52

Customer Experience Contact Center Scripts Call Center 52

Vistio

FEBRUARY 13, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                     Despite attempting to accomplish the same goal, the West’s version of CX is quite different culturally than the East’s version of CX. In today’s podcast we will be addressing the differences between the two areas. Representing the East’s perspective we have today’s guest Vaishali Dialani , who will be discussing with us the cultural disconnect between the East and the West. [ 4:4

Customer Experience 52

Customer Experience Marketing Management 52

Vistio

FEBRUARY 6, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                    A big welcome to Thomas Laird AKA The Call Center Geek, the host of the podcast Advice From a Call Center Geek! and the Founder and CEO of Expivia. Today Jakob Mattice and Thomas Laird talk about the role that AI will play in the call centers of the future.

Contact Center 52

Contact Center Call Center Customer Service Technology 52

Vistio

JANUARY 30, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                   Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you’re a successful business, but how do you become one? Our guest today is Martin Anderson, co-founder and CEO of Lemon Contact Center.

Contact Center 52

Contact Center Best practices Customer Experience 52

Vistio

JANUARY 26, 2023

Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue. From self-service to chatbots and email to social media, customers can choose the channel that works best for them, leading to better customer experience overall. With these digital channels on the rise, it may seem like the agent doesn’t have a significant role in the omnichannel customer journey.

Contact Center 52

Contact Center Self service Customer Experience Chatbots 52

Vistio

JANUARY 23, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                  Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton , we will be explaining how to build buy-in and how to appeal to your stakeholders.

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Vistio

JANUARY 16, 2023

Watch to the full podcast here: . Or click here to just listen to the audio.                . Today we are talking about the growing expectation from that market that our companies are bringing value to the world. There is a demand for ethical businesses that make the world a better place. Value-based businesses truly reach their customers.

Marketing 52

Marketing Best practices 52

Vistio

JANUARY 10, 2023

Your agents are foundational to better customer experience. And the technology they use is crucial to their performance. But not all tools are created equal. Agents can get stuck using tech that addresses financial and operational requirements but doesn’t meet their needs, laying the groundwork for low adoption and dissatisfaction. Because agents are the ones using contact center tools, leaders need to hear their voices.

Contact Center 52

Contact Center Technology Self service Customer Experience 52

Vistio

JANUARY 9, 2023

Watch to the full podcast here: . Or click here to just listen to the audio.               . We just witnessed the Southwest Airlines holiday meltdown of 2022. Due to winter storms, 60% of Southwest’s December flights were canceled, leaving over one million customers were affected. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use.

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Airlines Technology Management Best practices 52

Vistio

JANUARY 3, 2023

Watch to the full podcast here: . Or click here to just listen to the audio.              . Welcome to the show! Today we’re diving right in with two real life customer service calls we recently had in our personal lives as customers. Let’s talk about what makes a a helpful and seamless experience versus a frustrating experience. Let’s talk about tools, policies and responsiveness.

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Vistio

DECEMBER 20, 2022

Watch to the full podcast here: . Or click here to just listen to the audio.             . Back in front of the mic today to talk about agent satisfaction and how to effectively compensate and motivate our most important assets. [ 6:58 – 8:45 ] The polls are in and here’s what agents really want: more respect from leadership, more respect from customers, more satisfaction from their work, better pay, proper training so they feel like they’ve actually been taught how to do the

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Call Center Metrics Feedback Management 52

Vistio

DECEMBER 19, 2022

Customer relationship management, knowledge bases, and more. There are far too many tools in the world of customer service and, more often than not, agents find themselves using them all at once. Contact centers typically integrate several tools, hoping to give agents as much knowledge as possible. But too many tools, overly complicated tech, and too much information burden agents, making it impossible for them to work effectively (or efficiently).

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CRM Management First call resolution Contact Center 52

Vistio

DECEMBER 12, 2022

Watch to the full podcast here: . Or click here to just listen to the audio.             . Jakob Mattice sits down with Kory Kostecka from RemX to discuss his insights into the ways we are staffing our call centers and how we can improve our hiring. Our standard screening questions when hiring new call center agents focus on hard skills instead of the soft skills that really move the needle with brand loyalty.

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