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Vistio
SEPTEMBER 27, 2023
With limited resources, you’re forced to direct your activities toward changes that produce the biggest business outcomes. But without a view of the customer journey, you risk wasting those limited resources on the wrong opportunities.
Vistio
SEPTEMBER 25, 2023
AI doesn't just offer automation; it can elevate the entire agent learning and development process, making training more aligned with real-world scenarios, more adaptive to individual agent needs, and more proactive in offering timely support and feedback.
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Vistio
JULY 10, 2023
Conducting annual employee satisfaction surveys is a common practice to gauge team sentiment and job satisfaction. However, are your survey results meaningful and actionable, or do they end up being a mere "check the box" activity?
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Vistio
JULY 31, 2023
As contact center leaders, we understand the critical role our teams play in delivering exceptional customer experiences. And behind every high-performing team is a well-thought-out staffing strategy.
Vistio
AUGUST 8, 2023
You’ve probably heard the adage that contact center planning is about having the right people, in the right place, at the right time. Having a clear and repeatable process and timeline positions you to achieve that goal.
Vistio
AUGUST 16, 2023
In this post, we'll explore an aspect of many modern staffing strategies: virtual, geographical-focused sourcing.
Vistio
SEPTEMBER 11, 2023
In this post, we'll explore the advantages of collaborating with Business Process Outsourcing (BPO) partners in effectively managing contact center workforces.
Vistio
JUNE 28, 2023
Why generative AI technology like ChatGPT should be your next contact center investment.
Vistio
JUNE 30, 2023
What keeps many leaders up at night, prevents organizations from achieving their customer experience goals, and paves the way for the belief that AI is better suited for this work.
Vistio
JULY 17, 2023
As the conversation around artificial intelligence heats up, the role of the frontline customer service worker has become crucial in delivering exceptional experiences.
Vistio
JULY 26, 2023
The question I most often receive is, “How will my contact center job help me get to where I want to go?
Vistio
AUGUST 17, 2023
With NPS survey response rates dropping into the single digits and customers who outright lie on them, can you really expect to measure the customer experience?
Vistio
AUGUST 25, 2023
By Gregg Antenen , Vistio Executive Director It’s hard to overstate the impact that the latest wave of AI technology using large language models has had on the CX industry in just a few months, as seemingly every company races to explore the potential of AI and to incorporate it somehow into their processes and applications. The approach most contact centers and CX vendors are taking though, is to use AI to replace the human agents that have historically been the backbone of customer service.
Vistio
AUGUST 17, 2023
We’re obsessed with metrics. We fixate on the results, creating scorecards and setting improvement targets. But is the customer experience getting any better?
Vistio
AUGUST 14, 2023
Watch the full podcast here: Or click here to just listen to the audio. If you have a contact center, you’re sitting on a goldmine of customer insights. Everyone knows that! What you may not realize is you also are able to get direct feedback from the people who deal with your process everyday. Longtime friend of the show and now our featured guest, Chafik Abdellaoui is here to share his ideas and experiences in attaining and applying this feedback in the contact center.
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Vistio
AUGUST 7, 2023
Watch the full podcast here: Or click here to just listen to the audio. Many would argue that business is all about sales and playing the numbers game. Guess what? They’re wrong. The truth is, without customers, there is no business. Join us, along with Philip Bennett , as we reveal why focusing on customer experience agents is vital to servicing, not just your customers, but quite literally everyone. [ 3:57 – 4:29 ] What does your customer get when they choose you o
Vistio
JULY 24, 2023
Watch the full podcast here: Or click here to just listen to the audio. It seems everyone is hyper-focused on cutting costs in the call center, and the latest advancements in AI are tempting many to replace their agents completely. But what if there were a way where AI and agents could be trained together for the betterment of the agent and customer experience?
Vistio
JULY 17, 2023
Watch the full podcast here: Or click here to just listen to the audio. When deciding on how to build out a support team, it’s important to analyze the tech and tools you’ll be utilizing to do so. However, while it’s important to know the value of all of that, it’s even more important to recognize the indispensable value of sitting right in front of you.
Vistio
JULY 6, 2023
Watch the full podcast here: Or click here to just listen to the audio. It’s very easy for companies to claim they support improving the agent experience and giving them a voice. But how do you actually demonstrate that? Well, for Jeremy Hyde it’s just a matter of creating that space for your agents. Join our session today to learn how you can create an action plan for your contact center, with no financial investment required!
Vistio
JUNE 26, 2023
Watch the full podcast here: Or click here to just listen to the audio. Live from CCW in Las Vegas, we’ll be bringing back one of our “CX QA Live!” regulars for a very special topic. Serving as a director for ACEL, Co-Founder and COO of Support U, it’s our dear friend Dr. Hui Wu-Curtis speaking on the most important asset in your CX leadership teams.
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Vistio
JUNE 20, 2023
Watch the full podcast here: Or click here to just listen to the audio. Have you ever heard of “People Fertilizer?” While it might sound like something out of the 1973 dystopian thriller “Soylent Green,” we promise there’s no human composting involved. Rather, we’re going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders.
Vistio
JUNE 12, 2023
Watch the full podcast here: Or click here to just listen to the audio. When you find your purpose in life, you feel more at peace and experience a sense of belonging like no other. In Japan, this concept is known as “Ikigai” or “your reason for being.” In Milan Batinich’s eyes, there are key teachings that exist within this concept that you can apply to your career and he calls it “JEPPP.” And who else needs that sense of belonging more than your
Vistio
JUNE 5, 2023
Watch the full podcast here: We are very excited to welcome Justin Robbins with us back on the podcast to discuss how what’s going on in the world of AI and contact centers. As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
Vistio
MAY 22, 2023
Watch to the full podcast here: Or click here to just listen to the audio. We are very excited to welcome Stacy Sherman with us back on the podcast to discuss how to do CX and AX right. Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right.
Vistio
MAY 15, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Managing a contact center is no easy task. Any given contact center can take upwards of 1,000+ calls a day. Whether you’re a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload?
Vistio
MAY 8, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Today we’re analyzing actual stories and case studies of the unintended consequences of performance management systems with our guest Dave Seaton. Thanks for joining us! [ 3:20-5:51 ] Let’s start off with an example where customers were complaining of long turn around times.
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Vistio
MAY 1, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Continuing the topic of AI, today we are being joined by Doug Rabold to discuss how AI impacts the quality of our work and how can learn how to properly use AI. We’ve seen before in sales and marketing how new technologies can shape the market and this can happen with AI in CX too.
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Vistio
MAY 1, 2023
When contact centers purchase new software, they hope it’ll be the answer to their problems. But new tools don’t offer a solution straight out of the box. They must be properly integrated into your tech stack and optimized to work the way your agents do. When contact centers don’t implement new tools effectively, agents don’t use them. And leaders don’t see the benefits of their investment.
Vistio
APRIL 25, 2023
Differentiating your brand is a crucial step to make sure you stand out among competitors. And one untapped resource that can make or break your brand’s reputation is your agents. Agents are the ones who represent you to customers every day. They’re inherently connected to your brand. So when it comes to making your brand unique, developing a comprehensive strategy to keep agents engaged, motivated, and satisfied is fundamental.
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
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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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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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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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.
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.
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.
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.
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.
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.
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
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.
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.
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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