Vistio

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The Agent’s Role in the Omnichannel Customer Journey (And How to Support It)

Vistio

Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue.

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Buy-In from Agents Builds Buy-In from Executives

Vistio

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.

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

Vistio

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

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Values and Value in CX

Vistio

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.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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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.

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3 Things Your Agents Want from Contact Center Technology Today

Vistio

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.

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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.

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Lessons from the Southwest Airlines CX Disaster

Vistio

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.

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Real Questions and Answers with CX Agents

Vistio

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.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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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.

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What CX Agents Want and How to Give it to Them

Vistio

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. [

Metrics 52
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Isn’t This What My CRM Is For? Why Agents Need Workflow Management Software

Vistio

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.

CRM 52
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Screening for and Staffing the Soft Skills that Build Brand Loyalty

Vistio

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.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Overcoming the Challenges of Omnichannel for Agents

Vistio

Watch to the full podcast here: ?. Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ? ?. Let’s welcome Fred Stacey back to the podcast! Today we’re discussing the unique challenges related to the global nature of CX in addition to the improvements we’re seeing.

Metrics 52
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Appropriate Expectations of Agent Empathy

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ? ?. You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers.

Scripts 52
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Aligning CX Leadership

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ?. Delighted to introduce you to Dave Seaton of Seaton CX. Dave’s consulting firm works with B2B companies to measure, manage and improve their customer experiences.

B2B 52
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A New Metric For CX

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ?. Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Meeting in person, building community and networking with so many great colleagues was so inspiring.

Metrics 52
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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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The Way Contact Centers Buy Software Is Broken. Here’s How to Fix It.

Vistio

When purchasing software, contact centers often overlook key factors, meaning their new software is not the all-in-one solution they were hoping for but rather a band-aid unable to fix a larger problem.

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Wish You Could Measure Agent Satisfaction? Why This Will Be Your New Favorite Metric

Vistio

Understanding what matters to agents is important, now more than ever. If agents aren’t satisfied with their work or connected to their contact center’s culture, they can find opportunities that better suit their needs elsewhere.

Metrics 52
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Mistakes to Avoid in CX Training

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ?. What a great episode today! Sheri Kendall , leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents!

Scripts 52
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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?

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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EX is the New CX

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ?. Welcome to the podcast! Today we are talking with Fred Stacey about his experiences in call centers, both helping to build them and helping them in recovery.

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How CX Leaders Can Engage with Agents

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ?. We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day!

B2B 52
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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.

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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.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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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.

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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.

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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.

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Competitive Job Offers and Agent Retention

Vistio

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

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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

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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?

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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.

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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.

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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.

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!