Vistio

Why Your Contact Center Needs an Agent-Focused Customer Experience Strategy—and How to Implement It

Vistio

Your agents are the single most important asset in your call center. In many ways, they serve as your brand ambassadors, often acting as the first, primary, or only point of human contact customers have with your company. Improving customer experience is key to attracting and retaining customers.

The Right Technology to Boost Customer Self-Service

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ?. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center.

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Why Training Environment Matters: Setting Agents Up for Success with Realistic Technology Training

Vistio

Let’s start with what training looks like in most contact centers: new agents sitting in rows of chairs facing a PowerPoint presentation, frantically typing notes or trying to memorize information. Training should be as close to reality as possible.

Your Most Valuable Asset: The Agent-Centric Call Center Philosophy

Vistio

Listen to the full podcast here: On this episode of, Vistio’s Rob Connelly talks about our agent-centric call center philosophy. The call center agent is the single most important asset that you have.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How to Realize the Actual Value of Your CX Agents

Vistio

Watch to the full podcast here: Or click here to just listen to the audio.      . Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or they’ll leave.

How Giving Contact Center Agents Less Helps Them to Do More

Vistio

Hiring and retaining contact center agents is harder than ever. Higher call volumes and customer expectations are leading to even higher agent stress.

The Adoption of Technology, CRMs in CX

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ?. Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX.

Turning Agents From a Contact Center Expense Into a Revenue-Generating Advantage

Vistio

The contact center and, by extension, the agents who work in them are viewed primarily as a business cost. When you crunch the numbers, it’s easy to see why. Meeting the needs of an entire customer base requires lots of agents. Agents who must be compensated.

Creating Opportunities for CX Agents

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ?. Today we welcome Martin Anderson cofounder and CEO of Lemon. Lemon is a BPO is that different approach to its employees and their careers.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Competitive Job Offers and Agent Retention

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ?.

Great CX Starts with Your Agents: 4 Ways Agent Experience Impacts Customer Experience

Vistio

Customer experience is the difference between attracting and retaining customers or losing them to your competitors. To improve your customer experience, however, you must first look at your agent experience. Is it confusing? Complicated? Inconsistent?

Buying the Technology that will Serve Your Agents the Most

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ?. The VP will have an opinion. The C-suite will will want a say. IT’s recommendation will ring heavy in the air.

Relieving CX Agent Trauma

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ?. When most people think of trauma, they think of people who fought in wars or who have witnessed crimes.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

These Common Contact Center Mistakes Are Costing You Agents—and Customers

Vistio

Being a contact center agent can be rough. People don’t usually call a contact center because they’re happy with your product or service. They call because they’re confused, disappointed, frustrated, or angry.

The Future of Contact Center Technology: Where Do Agents Fit In?

Vistio

Remember road trips before technology? You’d go to the store, buy a map, and determine the best way to get to your destination. But these maps had limitations. If you made a wrong turn, you had to figure out where you were and how to get back on track.

The Agent and Company Culture

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ?. You’ll say you have competing priorities and you’re right. On one hand we have profitability and the other we have people.

How Workflow Management Software Simplifies and Improves the Agent Experience

Vistio

The key to ensuring agents deliver excellent customer service is to simplify their job. When their jobs are easier, agents train faster, stay longer, and are happier. In many situations, agents are the face of a company—acting as the only point of human contact.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

CX Training at its Best: Integrative, Cost Effective and Psychologically Fortifying

Vistio

Listen to the full podcast here: In this episode we bring you Sheri Kendall , Regional Training Manager of Wayfair to share her approach to CX Training.

The Key to Contact Center Success? Focus on Your Agents

Vistio

With high demand for labor across industries and an abundance of remote work options, agents have more job choices than ever before.

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

Vistio

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?

Looking at Future Trends and Technology in CX : A Deep Dive Interview with CX Trend Expert, Stephen Loynd

Vistio

Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

BPO Best Practices and Blockchain: A Deep Dive Interview with Expert BPO Consultant, Steve Weston

Vistio

Welcome to the Pod, Steve. Do I have your permission to record this call for quality assurance? . Absolutely. . Excellent. To start out with today, Steve, can you give our readers and our listeners some insight into your background, where you started, and how you got to where you are today? .

The Impact of the Customer Experience Function: A Deep Dive Interview with Customer Experience Executive, Erica Mancuso

Vistio

Listen to the full podcast here: Welcome to the pod, Erica. Do I have your permission to record this call for quality assurance? You sure do, Hailey. Great. Thank you so much.

Vistio Featured as HFS OneOffice Hot Vendor: Q1 2022

Vistio

The HFS OneOffice Hot Vendors are an exclusive group of emerging service and technology providers set to impact and disrupt the market. HFS analysts regularly speak with exciting start-ups and emerging players.

Busting 5 Common Myths About Customer Service and Workflow Technologies

Vistio

It goes without saying that the primary goal of contact centers is to provide exceptional customer service. But what’s simply stated isn’t always so easily achieved.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Navigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan

Vistio

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support.

Workforce Optimization and GigCX: An In-depth Interview with CX Subject Matter Expert, Terry Rybolt

Vistio

Today, we welcome to the podcast, Terry Rybolt, Chief Revenue Officer at LiveXchange Technologies. Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX.

Contact Center Technology: 5 Ways to Increase Adoption and Improve Customer Service

Vistio

Technology is a game-changer for customer service. But a recent study by Vistio found that one of the most challenging aspects of managing a contact center’s existing technology tools is getting agents to adopt and use the new tools.

A 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey

Vistio

Listen to the full podcast recording here: Today we have with us Jenny Dempsey, the Consumer Experience Manager for Apeel Sciences and its sister company, FruitStand.com.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

QA and CSAT Scores: The Whack-a-Mole Game of Contact Center Metrics

Vistio

Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success. Both metrics are designed to improve the caliber of customer interactions.

From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques