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The 7 Things Your Agents Are Saying That Are Killing Your CSAT

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Even the most well-meaning agents can say things that frustrate customers, draw out conversations, or erode trustwithout realizing it. These phrases are often learned during training or picked up from peers, and they sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. Here are seven phrases to watch out forand what to say instead: “I apologize for the inconvenience.” It sounds polite, but its so overused

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What AI Can (and Can’t) Currently Solve in Customer Experience

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It’s already a cliche to say that AI will be a game-changer for contact centers, but as many early adopters have learned the hard way, its not a cure-all. For all the improvements AI has already made in the world of CX, there are just as many stories of AI falling short of expectations and eroding trust in brands. So let’s break down what AI can realistically handle today, what still requires a human touch, and how to future-proof your CX strategy by blending the best of both worlds.

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The Science of Learning: Why We Forget and How We Truly Learn

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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.

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Gen Z Is Changing the Workplace–Is Your Training Keeping Up?

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Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.

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Building the Ideal Training Program for Hybrid Contact Centers

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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.

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Why Investing in Retaining Current Agents is Smarter than Spending on Recruiting

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High turnover rates are a persistent challenge in the contact center industry. With the costs of recruiting, hiring, and onboarding new agents skyrocketing, many organizations find themselves in a costly cycle of constant replacement. But what if the key to operational success isnt in hiring more agentsits in keeping the ones you already have? The True Cost of Agent Turnover Replacing an agent isn’t just about filling a vacant seat.

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Must-Have Tools for the Modern Contact Center Tech Stack

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From AI-powered analytics to omnichannel communication platforms, the contact center technology landscape is evolving at a rapid pace. With so many options available, its easy to get overwhelmed when deciding which tools are truly essential. The right tech stack can enhance efficiency, improve customer experiences, and drive measurable business outcomes.