A New Metric For CX

Watch to the full podcast here:

Or click here to just listen to the audio.

Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Meeting in person, building community and networking with so many great colleagues was so inspiring. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric.

[ 8:38 – 9:28 ] Agent empowerment is when an agent understands and solves the customer’s problem and then goes beyond to make a connection with the customer. As a result they feel like they have purpose in their work and they are adding value.

[ 9:32 – 10:16 ] Improving training practices, to create a connection, even in this virtual world, so agents can have the “why” and the “how.”

[ 10:54 – 12:06 ] Having a good perspective of where you are as an organization and where you want to go. Not making enormous changes, but rather focusing on accomplishing feasible goals.

[ 13;47 – 15:35 ] The intersection between agent experience and customer experience, the ASAT Metric.

[ 15:36 – 17:05 ]  An in-house automotive company cx agent success story.

[ 21:41 – 22:19 ] We are not just building a pipeline. We are building a community. #voa for voice of agent.

Let’s make each day better!

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.

Read more

Compassionate Boundaries in Connecting Employees to the Resources They Need

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.

Read More

The Importance of Empathy in CX Interactions

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.

Read More

Workflow Software: The Right Tool for Your Agents

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.

Read More