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Title Category: Processes & Best Practices
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 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 11299
Date April 14, 2025
Title What AI Can (and Can’t) Currently Solve in Customer Experience
Url https://www.vistio.io/blog/what-ai-can-and-cant-currently-solve-in-customer-experience/
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Summary AI will be a game-changer for contact centers but it’s not a cure-all. What AI can realistically handle today, what still requires a human touch, and how can your CX strategy blend the best of both worlds?
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Image Url https://www.vistio.io/wp-content/uploads/2025/04/what-ai-can-and-cant-currently-solve-in-customer-experience-150x150.png
ID 11289
Date March 26, 2025
Title The Science of Learning: Why We Forget and How We Truly Learn
Url https://www.vistio.io/blog/the-science-of-learning-why-we-forget-and-how-we-truly-learn/
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Summary Our brains are wired to forget. Fortunately, science has shown that practice is the key to making knowledge stick – explaining why we forget, how we can combat it, and how to truly learn.
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Image Url https://www.vistio.io/wp-content/uploads/2025/03/the-science-of-learning-why-we-forget-and-how-we-truly-learn-150x150.jpg
ID 11285
Date March 24, 2025
Title Building the Ideal Training Program for Hybrid Contact Centers
Url https://www.vistio.io/blog/building-the-ideal-training-program-for-hybrid-contact-centers/
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Summary While hybrid contact centers offer flexibility and broader talent pools, it also presents challenges in building a training program that keeps your team engaged, skilled, and ready for any customer interaction.
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Image Url https://www.vistio.io/wp-content/uploads/2025/03/building-the-ideal-training-program-for-hybrid-contact-centers-150x150.jpg
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 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 3302
Date February 10, 2025
Title 5 Ways Lean CX Teams are Using AI to Punch Above Their Weight
Url https://www.vistio.io/blog/5-ways-lean-cx-teams-are-using-ai-to-punch-above-their-weight/
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Summary Lean teams are finding ways to make a massive impact by leveraging the power of AI to fill gaps and transformin how work gets done, enabling teams to achieve results that were once out of reach for their size and budget.
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Image Url https://www.vistio.io/wp-content/uploads/2025/02/5-ways-lean-cx-teams-are-using-ai-to-punch-above-their-weight-150x150.jpeg
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Customer Contact Central