Template archive.php
Title Category: Agent Experience
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/
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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.
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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/
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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.
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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/
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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.
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Image Url https://www.vistio.io/wp-content/uploads/2025/01/the-high-cost-of-neglecting-agent-training-150x150.jpeg
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/
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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our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods?
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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/
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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.
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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/
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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?
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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/
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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.
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Image Url https://www.vistio.io/wp-content/uploads/2024/11/how-agent-stress-can-tank-your-customer-service-scores-150x150.jpg
ID 3244
Date October 15, 2024
Title Using Training Analytics to Improve Agent Retention
Url https://www.vistio.io/blog/using-analytics-to-improve-agent-retention/
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Summary Agent retention is a critical challenge in customer service and support. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention.
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Image Url https://www.vistio.io/wp-content/uploads/2024/10/using-analytics-to-improve-agent-retention-150x150.jpeg
ID 3240
Date October 7, 2024
Title Why Agents Graduate Training with Missing Skills
Url https://www.vistio.io/blog/why-agents-graduate-training-with-missing-skills/
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Summary In a field where customer interactions often define the brand, underprepared agents on the front lines can lead to poor customer experiences, reduced productivity, and costly turnover. So, why do agents graduate from training programs with missing skills?
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Image Url https://www.vistio.io/wp-content/uploads/2024/10/why-agents-graduate-training-with-missing-skills-150x150.jpg
ID 3237
Date September 25, 2024
Title How Can You Personalize Training So Agents Focus on Content That They Don’t Know?
Url https://www.vistio.io/blog/how-can-you-personalize-training-so-agents-focus-on-content-that-they-dont-know/
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Summary Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know. What if you could tailor the training process to focus specifically on the skills each agent lacks?
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Image Url https://www.vistio.io/wp-content/uploads/2024/09/how-can-you-personalize-training-so-agents-focus-on-content-that-they-dont-know-150x150.jpg
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Customer Contact Central