Vistio

DECEMBER 16, 2024

Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle? Lets explore the key mistakes contributing to turnover and strategies to create a more sustainable and engaged workforce.

Contact Center 52

Contact Center Agent burnout Construction Coaching 52

Vistio

JANUARY 13, 2025

Effective agent training is more than just a checkbox on a to-do listits a critical investment in long-term success. Yet, many organizations still rely on outdated methods that fail to fully prepare their agents for the demands of real-world interactions. This oversight doesnt just affect agents; it reverberates across the entire customer experience.

Scripts 52

Scripts Contact Center Feedback Customer Experience 52

Vistio

DECEMBER 5, 2024

Traditional contact center training often focuses on preparing agents for their first day on the job, but what about day 101—or day 1,001? Even the most comprehensive onboarding programs can’t account for the full range of challenges agents will face throughout their careers. Customer needs evolve, processes change, and every agent encounters situations that push their limits.

At home agents 52

At home agents Contact Center Best practices Feedback 52

Vistio

NOVEMBER 18, 2024

The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.

Contact Center 52

Contact Center Feedback Best practices Customer Experience 52

Vistio

MAY 27, 2025

Companies with formal training programs see 218% higher income per employee. Let that sink in. Additionally, those same companies report 24% higher profit margins and 17% greater productivity when employees receive the training they need. The connection is clear: effective training isnt just a nice-to-have. Its a core business strategy. So why do so many organizations still struggle to implement it?

Feedback 52

Feedback Customer Support Best practices Technology 52

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. They provide agents with structured responses, ensuring consistency and compliance while also helping to streamline call handling times. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. Generic training approaches are a relic of the past. They leave agents underprepared for the complex, nuanced challenges they face every day.

First call resolution 52

First call resolution Upselling Scripts Contact Center 52

Vistio

JUNE 23, 2025

In contact centers, culture isn’t defined by slogans or swag. It’s built through systems, especially your training program. The way you train new agents sets the tone for everything that follows. It tells them what’s expected, what’s valued, and what kind of team they’re joining. In fast-paced, high-turnover environments, a great training program is more than a ramp-up tool.

Coaching 52

Coaching Contact Center Engineering Feedback 52

Vistio

JUNE 9, 2025

Most employee training programs aren’t failing because of a lack of investment or good intentions. They’re failing because they’re disconnected from reality. In fact, they’re barely happening at all. According to recent studies, 59% of employees say they’ve never received workplace training at all. Of those who did get training, 43% found it ineffective.

Feedback 40

Feedback Personalization Best practices Customer Service 40

Vistio

MARCH 26, 2025

Have you ever studied something, only to forget it just days later? If youve ever had this experience, youre not alone. The reality is that our brains are wired to forget, and unless we actively reinforce what we learn, it fades away. Fortunately, science has shown that practice is the key to making knowledge stick explaining why we forget, how we can combat it, and how to truly learn.

Best practices 52

Best practices Technology 52

Vistio

FEBRUARY 27, 2025

Implementing a “crawl, walk, run” approach with ServiceSim allows clients to gradually enhance their call simulations, starting with fundamental scenarios and progressively increasing complexity until the simulations closely mirror real-life interactions. This structured learning method is rooted in cognitive and motor skill development theories, reinforcing gradual skill acquisition for long-term retention and proficiency.

Call Center 52

Call Center Feedback Personalization Best practices 52

Vistio

AUGUST 15, 2021

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

Contact Center 130

Contact Center 130

Vistio

JULY 7, 2025

Most companies are still missing the point. They invest in training. They build slide decks, upload videos, hold meetings. But they don’t see the results they expect. Why? Because most training programs fail to engage. That’s not just a missed opportunity. It’s a serious business problem. Training Drives Engagement. Engagement Drives Everything Else.

Contact Center 52

Contact Center Employee engagement Technology 52

Vistio

JANUARY 21, 2025

Confidence is the backbone of exceptional customer service. When agents feel prepared and self-assured, theyre better equipped to deliver positive experienceseven in the most challenging situations. Yet, confidence doesnt come naturally to everyone. Many agents struggle due to a lack of preparation, fear of making mistakes, or insufficient training.

Customer Service 52

Customer Service First call resolution Customer Experience Best practices 52

Vistio

APRIL 30, 2025

In todays contact centers, training isnt just about transferring knowledge its about building adaptable, confident agents who can navigate real customer scenarios with empathy, accuracy, and speed. The challenge? Most traditional training programs focus almost entirely on formal instruction: onboarding presentations, policy manuals, and classroom style learning.

Coaching 52

Coaching Contact Center Feedback Accountability 52

Vistio

JULY 14, 2025

For decades, companies treated training like a box to check. A slide deck here, a video there, maybe a quiz at the end. But that approach is no longer enough, especially for younger workers. Today’s emerging workforce expects more. They don’t just want training. They want growth. They want clarity. And they want to know the company they work for is invested in their development.

Contact Center 40

Contact Center Personalization Management Technology 40

Vistio

JUNE 16, 2025

It’s no secret that employee turnover is expensive—and rising. But what’s often overlooked is how simple the solution can be. According to LinkedIn’s 2023 Workplace Learning Report , 94% of employees said they’d stay at a company longer if it invested in their development. And it’s not just theory. Built In found that 45% of employees are more likely to stay in their roles if they receive more training.

Contact Center 52

Contact Center Personalization Best practices 52

Vistio

OCTOBER 17, 2024

We are excited to announce that Vistio has been named one of the top companies in the Best Supporting Learning Tech category in the prestigious 2024 Talented Learning LMS Awards. This recognition places Vistio among the best in the learning and development industry and highlights our commitment to improving the contact center experience through innovative technology.

Gamification 52

Gamification First call resolution Contact Center Metrics 52

Vistio

MARCH 24, 2025

Hybrid contact centerswhere teams include both remote and in-office agentsare here to stay. While this model offers flexibility and broader talent pools, it also presents unique training challenges. How do you ensure consistent, effective training for all agents, regardless of location? Heres how to build a training program that keeps your hybrid team engaged, skilled, and ready for any customer interaction.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

Vistio

JUNE 30, 2025

If you’re still relying on traditional training methods, you’re likely wasting time, money, and potential. The numbers tell the story: 43% of employees who received training found it ineffective ( Axonify ) 59% report they’ve never received any workplace training at all ( Forbes ) Let that sink in. Nearly half of employees think their training didn’t work.

Contact Center 52

Contact Center Best practices Technology 52

Vistio

FEBRUARY 18, 2025

AI is poised to transform how customer service is delivered. While some companies focus on leveraging AI to cut costs and streamline headcount, others recognize its potential as a powerful complement to existing training programs. Forward-thinking teams are embracing a hybrid training model that combines traditional Learning Management Systems (LMS) with AI-powered simulations.

Technology 52

Technology Personalization Best practices Customer Experience 52

Vistio

OCTOBER 7, 2024

Running a contact center is no easy task. Managers are constantly balancing the need for excellent customer service with the challenge of keeping agents efficient and satisfied. One of the most persistent issues facing contact centers is agents leaving training programs without the skills they need to perform effectively on the job. In a field where customer interactions often define the brand, having underprepared agents on the front lines can lead to poor customer experiences, reduced producti

Contact center software 52

Contact center software Coaching Contact Center Technology 52

Vistio

SEPTEMBER 25, 2024

When managing a contact center, one of the biggest challenges is training your agents effectively. You want them to learn quickly, but you also need them to retain the skills and knowledge that are directly relevant to their roles. Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know.

Personalization 52

Personalization Contact Center Feedback Analytics 52

Vistio

SEPTEMBER 23, 2024

As customer expectations rise, they demand more than just quick answers; they seek empathy, understanding, and personalized solutions. How well your agents can manage emotions—both their own and the customer’s—has a direct impact on satisfaction, loyalty, and ultimately, your bottom line. But emotional intelligence isn’t always innate; it can be developed and honed with the right training.

Coaching 52

Coaching Contact Center Feedback Personalization 52

Vistio

SEPTEMBER 16, 2024

As a supervisor or executive overseeing a contact center, you know that the success of your operation relies heavily on your agents’ performance. Your agents are the frontline of customer interaction, and how well they handle inquiries, solve problems, and create a positive experience directly impacts your company’s reputation, sales, and customer retention.

Contact Center 52

Contact Center Customer retention Upselling Coaching 52

Vistio

SEPTEMBER 9, 2024

Training is vital for the success of any contact center, ensuring that agents are well-equipped to handle a wide variety of customer interactions. But when it comes to classroom training, there is such a thing as too much of a good thing. As supervisors and executives responsible for investing in the right contact center technology and training programs, it’s essential to recognize when more training isn’t translating into better results.

Contact Center 52

Contact Center Coaching Feedback Technology 52

Vistio

SEPTEMBER 3, 2024

To keep pace with shifting customer expectations to emerging technologies, organizations must foster a culture of continuous learning within their contact centers. This not only helps agents stay updated with the latest industry trends but also empowers them to deliver exceptional customer experiences. Why is continuous learning in contact centers so important?

Contact Center 52

Contact Center Technology Employee engagement Feedback 52

Vistio

AUGUST 26, 2024

From chatbots that handle routine queries to machine learning algorithms that predict customer needs, AI is transforming the way we engage with customers. However, as we embrace this technological revolution, it’s crucial not to lose sight of the human element that remains essential to a successful AI strategy. Human oversight in AI implementations is not just a safeguard—it’s the key to unlocking the full potential of AI in contact centers.

Customer Service 52

Customer Service Best practices Contact Center Metrics 52

Vistio

AUGUST 19, 2024

Traditional, lengthy training sessions and classroom learning are no longer practical in today’s contact center environment. The demands of modern customer service require agents to be agile, responsive, and continuously updated with the latest information—something that traditional training methods struggle to provide. So, long, structured sessions often pull agents away from their primary duties for extended periods, leading to disruptions in service and a disconnect between learning and

Contact Center 52

Contact Center Best practices Education Feedback 52

Vistio

AUGUST 12, 2024

The integration of artificial intelligence (AI) is no longer just a trend but a strategic necessity. However, as contact centers embrace AI, a new challenge arises: how to strike the right balance between technology and human interaction. Achieving this balance is crucial, as both elements play unique and indispensable roles in delivering exceptional customer service.

Contact Center 52

Contact Center Best practices Feedback Technology 52

Vistio

JULY 29, 2024

In the world of contact centers, the old adage “practice makes perfect” is often taken at face value. However, when it comes to preparing agents for the complex and varied interactions they’ll face, mere repetition isn’t enough. To truly elevate agent performance, practice must be more than just a routine drill; it needs to be realistic, intentional, and closely aligned with the actual challenges agents will encounter on the job.

Contact Center 52

Contact Center Metrics Feedback Management 52

Vistio

JULY 22, 2024

In just a couple of years, AI has made significant inroads into the customer service world, promising to revolutionize contact centers with improved efficiency, enhanced customer experiences, and lower operational costs. However, as many recent AI failures in customer service have illustrated, the technology is not without its challenges and risks. Missteps in AI implementation can lead to customer dissatisfaction, privacy breaches, and even reputational damage.

Contact Center 52

Contact Center Coaching Feedback Metrics 52

Vistio

JULY 8, 2024

Recruiting and retaining contact center agents has never been more challenging. With increasing call volumes and soaring customer expectations, agents are feeling more stressed than ever. On top of this, the rise in remote work and the high demand for talent across various industries mean top agents can easily transition to other contact centers or different fields altogether.

Contact Center 52

Contact Center Best practices Technology Metrics 52

Vistio

JULY 1, 2024

In the contact center, one would assume that extensive training leads to confident and well-prepared agents. However, a perplexing paradox has emerged: as agents undergo more training, their anxiety levels often increase. This seems counterintuitive—shouldn’t more training result in better preparedness and confidence? Yet, the reality is quite the opposite.

Contact Center 52

Contact Center Coaching Construction Scripts 52

Vistio

JUNE 24, 2024

Traditionally, contact center training programs relied heavily on classroom-based instruction, where new hires would spend days or even weeks learning the ropes. While this method has been effective to an extent, it has significant limitations. Enter artificial intelligence (AI), which is transforming how training is conducted, making it more dynamic, continuous, and personalized.

Contact Center 52

Contact Center Feedback Coaching Chatbots 52

Vistio

JUNE 14, 2024

While integrating new technological tools in customer service often sounds beneficial, it’s crucial to focus not just on adding more technology but on adding the right technology. The distinction between these two approaches can significantly affect both the efficiency of your contact center and the satisfaction of your agents and customers. At times, contact centers fall into the trap of accumulating excessive tech tools, aiming to cover all bases.

Technology 52

Technology Contact Center Finance Feedback 52

Vistio

JUNE 17, 2024

The landscape of employee training is undergoing a significant transformation. Traditional one-size-fits-all approaches are giving way to personalized learning experiences powered by Artificial Intelligence (AI). This integration of AI promises a future where training is not just effective, but also engaging and adaptable, leading to a more skilled and satisfied workforce.

Gamification 52

Gamification Chatbots Scripts Contact Center 52