Vistio

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The Role and Value of Humans in Customer Service in an Age of AI Innovation

Vistio

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.

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Strategies For Doing CX (and AX) Right!

Vistio

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.

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The Best Qualities That Will Lead Your Agents to Contact Center Success

Vistio

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?

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The Agent Metrics Obsession That’s Killing Customer Experience

Vistio

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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The Impact of AI on CX Quality

Vistio

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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How to Maximize Your Investment in Contact Center Software

Vistio

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.

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Why Differentiating Your Brand Starts with Your Agents

Vistio

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.