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Title Category: Processes & Best Practices
ID 11706
Date October 6, 2025
Title Why “Boring but Thorough” Doesn’t Work in Training
Url https://www.vistio.io/blog/why-boring-but-thorough-doesnt-work-in-training/
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Summary Trainers may disagree about the whether engagement during agent training is necessary to retain good agents. The truth is that engagement isn’t about entertaining people. It’s about activating them.
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Image Url https://www.vistio.io/wp-content/uploads/2025/10/why-boring-but-thorough-doesnt-work-in-training-150x150.jpg
ID 11701
Date September 30, 2025
Title Why 1:1 Mentorship Beats Slide Decks
Url https://www.vistio.io/blog/why-11-mentorship-beats-slide-decks/
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Summary For decades, contact center training has leaned heavily on presentations, modules, and slide decks. But anyone who’s worked the floor knows that real learning happens shoulder-to-shoulder, not screen-to-screen.
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Image Url https://www.vistio.io/wp-content/uploads/2025/09/a-business-person-holding-up-a-lantern-on-a-dark-path-leading-a-slightly-younger-business-person-do-150x150.jpeg
ID 11693
Date September 15, 2025
Title Retention Starts in Training — For Employees and Customers
Url https://www.vistio.io/blog/retention-starts-in-training-for-employees-and-customers/
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Summary In contact centers, retention almost always refers to customers. But there’s another side of retention that’s just as important, and often overlooked: keeping your agents.
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Image Url https://www.vistio.io/wp-content/uploads/2025/09/retention-starts-in-training-for-employees-and-customers-150x150.jpg
ID 11689
Date September 8, 2025
Title The Hidden Cost of “Click-Next” Training
Url https://www.vistio.io/blog/the-hidden-cost-of-click-next-training/
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Summary Click-through training looks cheap and easy. In reality, it’s one of the costliest mistakes companies make. On paper, the boxes are checked and everyone’s “certified.” But what did your agents actually learn?
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Image Url https://www.vistio.io/wp-content/uploads/2025/09/the-hidden-cost-of-click-next-training-150x150.jpg
ID 11686
Date September 2, 2025
Title Why Training Has to Change for Gen Z (And Why It Benefits Everyone)
Url https://www.vistio.io/blog/why-training-has-to-change-for-gen-z-and-why-it-benefits-everyone/
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Summary The frustrations people point at Gen Z have existed for every generation. Millennials , Gen X, and Boomers have all sat through endless training that didn’t stick. The problem isn’t generational. It’s structural.
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Image Url https://www.vistio.io/wp-content/uploads/2025/09/why-training-has-to-change-for-gen-z-and-why-it-benefits-everyone-150x150.jpg
ID 11680
Date August 20, 2025
Title The 70:20:10 Learning Model: Coaching at Scale in a Distributed Workforce
Url https://www.vistio.io/blog/the-702010-learning-model-coaching-at-scale-in-a-distributed-workforce/
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Summary In today’s distributed contact centers, coaches can’t rely just on passing conversations or call reviews. The challenge is how you keep social learning alive when your team is rarely in the same room.
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/70-20-10-3-150x150.jpg
ID 11667
Date August 11, 2025
Title Why Classroom Training Isn’t Enough for Your Agents (and What to Do Instead)
Url https://www.vistio.io/blog/why-classroom-training-isnt-enough-for-your-agents-and-what-to-do-instead/
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Summary Many contact center trainers assume if the classroom training is solid, agents will be ready for anything. But But the reality is that’s not how people learn. And it’s not how skills stick.
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Image Url https://www.vistio.io/wp-content/uploads/2025/08/why-classroom-training-isnt-enough-for-your-agents-and-what-to-do-instead-150x150.jpg
ID 11663
Date August 4, 2025
Title Is It Time to Abandon Your Plan to Replace Agents with AI?
Url https://www.vistio.io/blog/is-it-time-to-abandon-your-plan-to-replace-agents-with-ai/
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Summary As companies push forward with replacing agents with AI, they’re discovering what frontline leaders have known all along: customer service is more than a series of transactions. It’s human, nuanced, and built on empathy and trust. Trying to remove people from the equation doesn’t just lead to worse experiences—it erodes customer confidence and damages your brand. So now what?
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Image Url https://www.vistio.io/wp-content/uploads/2025/08/is-it-time-to-abandon-your-plan-to-replace-agents-with-ai-150x150.jpg
ID 11679
Date August 1, 2025
Title The 70:20:10 Learning Model: Reducing Ramp Time without Sacrificing Quality
Url https://www.vistio.io/blog/the-702010-learning-model-reducing-ramp-time-without-sacrificing-quality/
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Summary Contact center leaders balance the need to get new hires on the floor quickly with the need to deliver excellent customer experiences. Move too slowly, and you risk losing productivity. Move too quickly, and you risk costly mistakes and frustrated customers.  
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/70-20-10-2-150x150.jpg
ID 11353
Date June 30, 2025
Title How to Fix Your Broken Employee Training
Url https://www.vistio.io/blog/how-to-fix-your-broken-employee-training/
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Summary Most employee training is outdated, passive, and ineffective. But AI-powered training simulators that deliver realistic, engaging, and job-specific practice provide a path to fixing broken training.
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Image Url https://www.vistio.io/wp-content/uploads/2025/06/how-to-fix-your-broken-employee-training-150x150.jpg
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Customer Contact Central