Template | archive.php |
Title | Author: Jeff Vahrenwald |
ID | 3297 |
Date | February 3, 2025 |
Title | Using Metrics to Drive Efficiency Without Killing Morale |
Url | https://www.vistio.io/blog/using-metrics-to-drive-efficiency-without-killing-morale/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | Contact centers thrive on metrics, but when organizations focus too much on hitting the numbers, agents can feel like cogs in a machine, leading to disengagement, burnout, and ultimately, higher attrition. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2025/02/using-metrics-to-drive-efficiency-without-killing-morale-150x150.jpg |
ID | 3292 |
Date | January 27, 2025 |
Title | Thinking Outside the Script: Empowering Agents to Think Critically in High-Stakes Calls |
Url | https://www.vistio.io/blog/thinking-outside-the-script-empowering-agents-to-think-critically-in-high-stakes-calls/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | As customer demands grow more complex and situations become less predictable, agents need more than pre-written responses to navigate the challenges of high-stakes calls effectively—they need critical thinking skills. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2025/01/thinking-outside-the-script-empowering-agents-to-think-critically-in-high-stakes-calls-e1737995565338-150x150.jpg |
ID | 3290 |
Date | January 21, 2025 |
Title | Why Agent Confidence Is Key to Exceptional Customer Service |
Url | https://www.vistio.io/blog/why-agent-confidence-is-key-to-exceptional-customer-service/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | When agents feel prepared and self-assured, they’re better equipped to deliver positive experiences—even in the most challenging situations. Yet, confidence doesn’t come naturally to everyone. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2025/01/why-agent-confidence-is-key-to-exceptional-customer-service-150x150.jpg |
ID | 3286 |
Date | January 13, 2025 |
Title | The High Cost of Neglecting Agent Training |
Url | https://www.vistio.io/blog/the-high-cost-of-neglecting-agent-training/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | Effective training is critical investment in long-term success. Yet, many organizations still fail to fully prepare their agents for the demands of real-world interactions. This oversight doesn’t just affect agents; it reverberates across the entire customer experience. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2025/01/the-high-cost-of-neglecting-agent-training-150x150.jpeg |
ID | 3282 |
Date | January 6, 2025 |
Title | From Downtime to Showtime: How AI Training Partners Turn Practice into Performance |
Url | https://www.vistio.io/blog/from-downtime-to-showtime-how-ai-training-partners-turn-practice-into-performance/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | Downtime is inevitable, but what if that downtime became the most valuable part of agents' day? Enter AI-powered training partners, tools designed to make on-the-job learning seamless, effective, and engaging. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2025/01/Designer-150x150.jpeg |
ID | 3279 |
Date | December 16, 2024 |
Title | Why Your Contact Center is a Revolving Door for New Agents |
Url | https://www.vistio.io/blog/why-your-contact-center-is-a-revolving-door-for-new-agents/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | Despite comprehensive onboarding programs, many contact 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? |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2024/12/why-your-contact-center-is-a-revolving-door-for-new-agents-150x150.png |
ID | 3275 |
Date | December 9, 2024 |
Title | Time to Ditch Your Cookie-Cutter Agent Training? |
Url | https://www.vistio.io/blog/time-to-ditch-your-cookie-cutter-agent-training/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | 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? |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2024/12/time-to-ditch-your-cookie-cutter-agent-training-150x150.jpg |
ID | 3273 |
Date | December 5, 2024 |
Title | ‘Training on the Fly’ Might Be the Secret Weapon Your Agents Need |
Url | https://www.vistio.io/blog/training-on-the-fly-might-be-the-secret-weapon-your-agents-need/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | 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? This is why successful contact centers don’t just train—they cultivate continuous learning. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2024/12/training-on-the-fly-might-be-the-secret-weapon-your-agents-need-150x150.jpeg |
ID | 3268 |
Date | November 18, 2024 |
Title | Is it Time to Dump Your Outdated Knowledge Base? |
Url | https://www.vistio.io/blog/its-time-to-dump-your-outdated-knowledge-base/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | 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 do they empower agents to deliver exceptional service? |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2024/11/its-time-to-dump-your-outdated-knowledge-base-150x150.jpg |
ID | 3264 |
Date | November 12, 2024 |
Title | How Agent Stress Can Tank Your Customer Service Scores |
Url | https://www.vistio.io/blog/how-agent-stress-can-tank-your-customer-service-scores/ |
Category | |
Tag | |
Author | Jeff Vahrenwald |
Summary | Stress among agents isn’t just an inconvenience—it’s a silent performance killer. Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. |
Image Element | ![]() |
Image Url | https://www.vistio.io/wp-content/uploads/2024/11/how-agent-stress-can-tank-your-customer-service-scores-150x150.jpg |
Pagination |