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The Downside of AI in Customer Service: Risks and Challenges to Consider

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As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services. But as many recent AI failures in the customer service world have illustrated, while such innovations hold great potential, they are not without their challenges and risks.

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Staffing Plan Fundamentals: Service Goals — Jeremy Hyde

Vistio

If customers were willing to wait for help indefinitely (which they aren’t…) then we wouldn’t have staffing constraints! But staffing requirements are driven largely by how timely we want to be for our customers.

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The Miracle Cure for Reducing Attrition: Increase Agent Confidence

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For contact center managers, trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. High turnover rates are common, with many agents feeling overwhelmed, underprepared, or simply uninspired. But here’s a secret: it doesn’t have to be that way. A vital tool in our arsenal to tackle this issue is training—not just any training, but effective, confidence-boosting training techniques.

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How to Do Role Plays that Totally Suck

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By Jeremy Watkin I’ve worked in a variety of contact center environments and managed contact center teams for a couple of decades at this point. I’ve successfully helped to train scores of new hires — many of whom became fully proficient and remained with the company for years. Never considering myself to be an expert in training I’ve often wondered if some new hires achieved full proficiency in spite of me.

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Cultivating Confident Customer Service Teams with AI Simulation — Stacy Sherman

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Recognizing both the challenges and immense opportunities in elevating customer service delivery, forward-thinking organizations are turning to innovative, technology-driven solutions.

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How Do You Know Your Agent Training is Effective?

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If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training. But how can you tell if your training program is actually doing its job? It’s not as simple as ticking off a checklist or waiting for positive customer reviews to start rolling in.

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Staffing Plan Fundamentals: Occupancy — Jeremy Hyde

Vistio

People often use the terms “Utilization” and “Occupancy” interchangeably, but they are definitely not the same thing. Understanding that as Service Level goals go up, Occupancy goes down can be critical to optimizing your contact center.