Template archive.php
Title Category: Processes & Best Practices
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 3282
Date January 6, 2025
Title From Downtime to Showtime: How AI Training Partners Turn Practice into Performance
Url https://www.vistio.io/blog/from-downtime-to-showtime-how-ai-training-partners-turn-practice-into-performance/
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Summary Downtime is inevitable, but what if that downtime became the most valuable part of agents' day? Enter AI-powered training partners, tools designed to make on-the-job learning seamless, effective, and engaging.
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Image Url https://www.vistio.io/wp-content/uploads/2025/01/Designer-150x150.jpeg
ID 3279
Date December 16, 2024
Title Why Your Contact Center is a Revolving Door for New Agents
Url https://www.vistio.io/blog/why-your-contact-center-is-a-revolving-door-for-new-agents/
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Summary Despite comprehensive onboarding programs, many contact centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle?
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Image Url https://www.vistio.io/wp-content/uploads/2024/12/why-your-contact-center-is-a-revolving-door-for-new-agents-150x150.png
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 3257
Date November 4, 2024
Title The Training Mirage: Why More Training Doesn’t Equal More Skilled Agents
Url https://www.vistio.io/blog/the-training-mirage-why-more-training-doesnt-equal-more-skilled-agents/
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Summary This “training mirage”—when too much training actually hinders agent performance—often creates a false sense of preparedness, leaving employees overwhelmed rather than empowered.
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Image Url https://www.vistio.io/wp-content/uploads/2024/11/taining-mirage-why-more-training-doesnt-equal-more-skilled-agents-150x150.png
ID 3252
Date October 28, 2024
Title Buyer Beware: How to Choose AI Software That Won’t Let Your Contact Center Down
Url https://www.vistio.io/blog/buyer-beware-how-to-choose-ai-software-that-wont-let-your-contact-center-down/
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Summary If you’re feeling the pressure to jump on the AI bandwagon but are cautious about the hype, you’re in good company. AI isn’t a magic fix—it’s a tool, and its success hinges on choosing, implementing, and using it with a clear strategy.
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Image Url https://www.vistio.io/wp-content/uploads/2024/10/beware-of-bad-ai-150x150.png
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