Template archive.php
Title Category: Agent Experience
ID 11311
Date April 30, 2025
Title From Theory to Performance: Scaling the 70:20:10 Model with AI-Powered Practice
Url https://www.vistio.io/blog/from-theory-to-performance-scaling-the-702010-model-with-ai-powered-practice/
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Summary The 70:20:10 learning model offers a more complete training framework that builds adaptable, confident agents who can navigate real customer scenarios with empathy, accuracy, and speed.
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/from-theory-to-performance-scaling-the-702010-model-with-ai-powered-practice-150x150.jpg
ID 11306
Date April 28, 2025
Title How to Keep Your Agents from Quiet Quitting
Url https://www.vistio.io/blog/how-to-keep-your-agents-from-quiet-quitting/
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Summary When agents feel stuck, unseen, or set up to fail, disengagement becomes a survival tactic. They do just enough to get by, emotionally check out, and leave leadership wondering what went wrong.
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/how-to-keep-your-agents-from-quiet-quitting-150x150.png
ID 11303
Date April 21, 2025
Title The 7 Things Your Agents Are Saying That Are Killing Your CSAT
Url https://www.vistio.io/blog/the-7-things-your-agents-are-saying-that-are-killing-your-csat/
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Summary Even the most experienced agents can lean on phrases that sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. 
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/the-7-things-your-agents-are-saying-that-are-tanking-your-csat-150x150.png
ID 11287
Date March 24, 2025
Title Gen Z Is Changing the Workplace–Is Your Training Keeping Up?
Url https://www.vistio.io/blog/gen-z-is-changing-the-workplace-is-your-training-keeping-up/
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Summary Many companies still rely on traditional training methods that fail to engage or prepare Gen Z employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.
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Image Url https://www.vistio.io/wp-content/uploads/2025/03/gen-z-is-changing-the-workplace-is-your-training-keeping-up-150x150.jpeg
ID 11281
Date March 17, 2025
Title Why Investing in Retaining Current Agents is Smarter than Spending on Recruiting
Url https://www.vistio.io/blog/why-investing-in-retaining-current-agents-is-smarter-than-spending-on-recruiting/
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Summary High turnover rates are a persistent challenge in the contact center industry. But what if the key to operational success isn’t in hiring more agents—it’s in keeping the ones you already have?
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Image Url https://www.vistio.io/wp-content/uploads/2025/03/why-investing-in-retaining-current-agents-is-smarter-than-spending-on-recruiting-150x150.jpg
ID 11278
Date March 10, 2025
Title Must-Have Tools for the Modern Contact Center Tech Stack
Url https://www.vistio.io/blog/must-have-tools-for-the-modern-contact-center-tech-stack/
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Summary The contact center technology landscape is evolving at a rapid pace but the right tech stack can enhance efficiency, improve customer experiences, and drive measurable business outcomes.
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Image Url https://www.vistio.io/wp-content/uploads/2025/03/must-have-tools-for-the-modern-contact-center-tech-stack-150x150.jpg
ID 11258
Date February 27, 2025
Title Mastering Call Simulations with the “Crawl, Walk, Run” Approach
Url https://www.vistio.io/blog/mastering-call-simulations-with-the-crawl-walk-run-approach/
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Summary Vistio's "crawl, walk, run" approach with ServiceSim employs a structured learning method that is rooted in cognitive and motor skill development theories, reinforcing gradual skill acquisition for long-term retention and proficiency.
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Image Url https://www.vistio.io/wp-content/uploads/2025/02/mastering-call-simulations-with-the-crawl-walk-run-approach-150x150.jpg
ID 3311
Date February 24, 2025
Title How to Make Agent Feedback Stick in High-Pressure Environments
Url https://www.vistio.io/blog/how-to-make-agent-feedback-stick-in-high-pressure-environments/
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Summary In high-pressure environments like contact centers, it’s not always easy to make that feedback meaningful. So, how can you ensure that your feedback truly sticks and leads to lasting improvement?
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Image Url https://www.vistio.io/wp-content/uploads/2025/02/how-to-make-agent-feedback-stick-in-high-pressure-environments-150x150.jpg
ID 3307
Date February 18, 2025
Title How Forward-Thinking CX Teams Are Combining AI Simulations with Traditional Learning 
Url https://www.vistio.io/blog/how-forward-thinking-cx-teams-are-combining-ai-simulations-with-traditional-learning/
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Summary While some CX teams focus on leveraging AI to cut costs and streamline headcount, others recognize its potential as a powerful complement to existing training programs.
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Image Url https://www.vistio.io/wp-content/uploads/2025/02/how-forward-thinking-cx-teams-are-combining-ai-simulations-with-traditional-learning-150x150.jpg
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/
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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.
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Image Url https://www.vistio.io/wp-content/uploads/2025/02/using-metrics-to-drive-efficiency-without-killing-morale-150x150.jpg
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Customer Contact Central