Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life.
It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX.
It can be difficult to find the right tech to create a comprehensive and integrated system for your agents. And that’s where workflow software comes in.
Engaged and supported agents make a large difference in your company and can either help or hurt your business. Here's how to keep your agents engaged and improve your brand.
If the agent is even remotely the kind of human who takes another person’s frustration and anger personally, the agent is going to be on the receiving end of a lot of negativity.
Sheri Kendall is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes.
When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them. Here are the top ways to ensure they stay.
Contact centers sometimes take a lot of heat for issues with the functioning of their call centers that end up actually being business issues disguised as call center issues. Suzi Earhart of McorpCX is all about solving problems, giving love, life-long learning and helping others reach their full potential, so she’s here to help us show agents some love today!
Even with all the differences between the East and the West, it is possible the lessen the cultural disconnect. Remember, improvement over perfection.
Despite their hard work, public perception of agents isn’t always favorable. Here are the biggest misconceptions about agents and what you can do to change the narrative.
Do we really think Artificial Intelligence is going to take out the role of the contact center agent? It already has, but there is no way AI can replace agents completely.
Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you're a successful business, but how do you become one?
Although it may seem like agents don’t play a role in the omnichannel customer journey, they’re actually crucial to customer satisfaction. Here’s why.
Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton, we will be explaining how to build buy-in and how to appeal to your stakeholders.
Today we are talking about the growing expectation from that market that our companies are bringing value to the world. There is a demand for ethical businesses that make the world a better place.
The technology agents use is crucial to their performance. But not all tools are created equal. Here are three things agents want from their tech right now.
We just witnessed the Southwest Airlines holiday meltdown of 2022. Now, with the help of Brannon Stacy, Global Business Development Manager at Fusion, let’s take a closer look at what Southwest did right.
Today we’re diving right in with two real life customer service calls we recently had in our personal lives as customers. Let’s talk about what makes a a helpful and seamless experience versus a frustrating experience.
Back in front of the mic today to talk about agent satisfaction and how to effectively compensate and motivate our most important assets.
Not seeing results with your CRM? Workflow tools are the missing piece that empower agents to provide top-notch customer service without complication.
Jakob Mattice sits down with Kory Kostecka from RemX to discuss his insights into the ways we are staffing our call centers and how we can improve our hiring.
Let’s welcome Fred Stacey back to the podcast! Today we’re discussing the unique challenges related to the global nature of CX in addition to the improvements we’re seeing.
Leslie O’Flahavan has a refreshing take on the way we empathize with customers. She’s passionate about shifting the burdens off of CX agents so they can focus on connecting with the customers.
Delighted to introduce to the show Dave Seaton of Seaton CX. Dave’s consulting firm works with B2B companies to measure, manage and improve their customer experiences. He focuses on leadership, emotional intelligence and getting buy-in for CX.
In CX when issues aren’t resolved quickly it doesn’t just affect your customer experience—it affects your agents, your operating expenses, and your bottom line. Long term, think of the outcomes facing your business. What is the fate of your market share?
When buying software, contact centers often look for a quick fix. But there's a better way. Here's how you can buy software that delivers real results.
To reduce turnover, you need to know what matters to agents. The ASAT metric will give contact center leaders the insight needed to make smarter decisions.
What can we still do to enhance the work life of our employees? How can we engage with them and support them? And what is the ideal role of technology in supporting employee experience?
Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or they’ll leave. They will. They have other options in the employment market.
The right training environment is critical for contact center agents. Switch to realistic technology training for successful agents and happier customers.
Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely Customer Relationship Management software or CRMs.
What if we viewed agents as the protector of our customer base instead of a business cost? Here's how an agent-focused strategy delivers better outcomes.
The shift in labor dynamics that we’ve seen over the last two years has given call center agents the advantage of being able to work from home, take new jobs without having to relocate and elect better opportunities as they come along.
Learn how to improve the lives of your CX agents so that they have supportive training, work-life-balance, and a safe place to vent so that we can extend and elevate their roles in the company promote the longer success of the business.
Agent experience and customer experience are directly linked. Here’s how happy agents lead to happier—and more loyal—customers.
When most people think of trauma, they think of people who fought in wars or who have witnessed crimes, but trauma can be found in any extended period of stress, including being a CX Agent.
Leadership, IT, Operations, and Training will all want to weight in, but when it’s time to buy CX technology, the secret is to keep your agents in mind.
When your agents don’t have the training, tools, or support they need to do their job well, they become frustrated—and so do your customers.
Contact center technology spend is often focused on the promise and possibility that these technologies will instantly transform your customer service. But it doesn’t always work out that way.
To really measure company culture you have to look at how agents actually live. Do we have unreasonable expectations of them? Do we have expectations that are inconsistent with the culture we claim to have?
The key to ensuring agents deliver excellent customer service is to simplify their job. When their jobs are easier, agents train faster, stay longer, and are happier.
The wrong technology or poorly implemented technology can work against the safe, successful and satisfied agent and can impact the metrics we expect of agents.
When you focus more on customer experience than agent experience, the needs of your single most important asset get overlooked. And that could be a costly mistake.
Our call center agents act as our brand ambassadors, talking to and taking care of our customers all day long. We need to provide them with effective training to set them up for success.
Contact center success relies on delivering an outstanding customer experience. And great customer experience starts with your agents.
The call center agent is the single most important asset that you have. With the right training, tools and connection with your company the happy and fulfilled agent can keep your customers, produce more and contribute to the long-term success of your business.
AI can include everything from voice commands for playing music or switching on a light and all that stuff. But is AI stuck at the moment because the system's capabilities are still narrow relative to a human agent?
The key to training contact center agents and combating attrition by using a less is more approach.
Expert advice on what to look for when choosing a BPO partner and how blockchain can be utilized to improve CX.
Insight into the impact of having a CX function rep at the C-suite level, breaking down organizational silos to increase customer satisfaction and more.
Vistio recognized as a HFS OneOffice™ Hot Vendor. These are providers hand-picked by HFS analysts to help solve today’s complex business problems.
There are a lot of misconceptions about customer service and workflow technologies. Here we’re debunking the five myths we hear most often.
Michele Rowan, President of the Work From Home Alliance, gives expert insight on how to best hire, train and retain agents in the WFH environment and more.
Terry Rybolt gives expert insight into the impact of agent attrition on an entire organization, the transformation of moving agents to a WFH environment, and the benefits of GigCX.
5 easy ways to increase contact center technology adoption and improve the customer service of agents.
Jenny Dempsey gives expert insight into improving agent morale, important communication strategies, what the ideal agent technology toolbox looks like and more.
This episode of Recorded for Quality Assurance, we are joined by Nate Brown, where he speaks on the key to truly delivering excellent CX, how we set agents up for success and CX metrics we should to be focusing on.
How are you going to remember 2022 a year from now? Will it be the year that you worked harder and spent more money? Or will it be the year reached contact center bliss?
How you can use QA and CSAT scores together to result in tangible, meaningful, and lasting improvement for the customer experience.
Matt shares his unique take on contact center technology, how he has successfully created a 100% WFH contact center and how he is tackling agent attrition.
We don't use physical maps anymore, so why would we ask contact center agents to utilize physical knowledge bases as well?
Sean shares his journey of how he became an innovator of contact center software and what he believes are the technology elements that can truly improve customer experience.
What if we took the same approach to contact centers that we took with creating self-driving cars? What would we add and is a self-service contact center the goal when striving for CX excellence?
Hui Wu-Curtis shares her insights on the BPO industry, finding the correct talent, and the importance putting people first.
Simple issues that should have been resolved in a few minutes have now taken an hour or more, frustrating not only your customer but also your agent. Just one of the many challenges contact centers face, but Vistio can help.
Mark Hillary shares his original view on CX technology and how the CX industry is often on the cutting edge of implementing emerging tech.
A list of leaders in the CX field that are great resources to utilize to help you stay on top of this ever-evolving industry landscape.
Joe Rice, CEO of CXponent share his insights on CX technology implementation, stakeholder participation, the importance of organizational alignment and more.
In the emerging work-from-anywhere environment, the first step to doing the job right (ensuring consistent customer service) is defining uniform processes.
A pioneer of the contact center industry discusses the importance of setting clear processes for agents and the importance of executive participation.
Agent retention has always been a difficult aspect of the contact center industry. Gain some insight into the mistakes you're making and how to combat them.
Key steps leaders need to take in order to onboard and train contact center agents effectively in the work-from-anywhere world.
Practical key tips for recruiting and hiring quality contact center agents in the emerging work-from-anywhere environment.
Peter Ryan has advised CX outsourcers, contact center clients, national governments, and industry associations on everything from vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning.
Delivering great customer service isn’t about using more technology; it’s about using the right technology that creates clear, simple, and unified processes for agents to follow on every call.
Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of the whole story.
Tom shares his unique insights into the main pain points from the perspective of the contact center agent, manager, and risk management professional and the failsafe solutions to these pain points.
There is a misconception that poor CX is the result of poor technology, insufficient technology or not enough training for the agents using it, but great customer service is about creating clear, simple and unified processes for your agents.
Vistio's Gregg Antenen recently met with Phil Ideson, the host of Art of Procurement, to discuss how Vistio helps your agents deliver quick, accurate and consistent customer service.
How to use CSAT and quality scores together so that they result in tangible, meaningful, and lasting improvement for the customer experience.
If agents have access to all the answers they need, accurate and consistent customer service should follow, right? Well, no.
Every time an agent puts up a sticky note, you should consider that a symptom that there is a breakdown in your customer service process.
Whether you’ve come to know us as Realtime Digital Innovations or as the Digital Innovations subsidiary of our parent company, Faneuil, going forward we’ll be known simply as Vistio.