Your Most Valuable Asset: The Agent-Centric Call Center Philosophy

Listen to the full podcast here:

On this episode of, Vistio’s Rob Connelly talks about our agent-centric call center philosophy.

The call center agent is the single most important asset that you have. Training, technology buying, and positive team dynamics should all promote the well-being of the agent. Call centers are facing new labor and economic problems. Agents now often work from home and can change jobs easily in search of the best company culture. Data shows customer experience is suffering and a recession is looming. We need to improve customer experience while being mindful of these financial demands.

The answer is the agent. With the right training, tools and connection with your company the happy and fulfilled agent can keep your customers, produce more and contribute to the long-term success of your business.

Topics discussed in this Episode:

[02:01] The Call Center Business Faces Unique Labor Problems in Today’s Economy

[02:52] The Agent is the Single most important Asset in Call Center CX

[04:02] Agents with the right training, tools and connection with your company will be a revenue growth and protection center for your business or brand

[05:17] The right agents will be the best diagnostic tool you have to understand what’s going on in your business.

[07:09] The right agents will ensure that your customers are satisfied and connected.

[09:05] The right agents will produce more and better work.

To listen to a recording of this and other episodes, visit And to join our show live each week, go to

Read more

The Perfect Blend: AI’s Technology And The Human Element In Modern CX Training — Stacy Sherman

AI doesn't just offer automation; it can elevate the entire agent learning and development process, making training more aligned with real-world scenarios, more adaptive to individual agent needs, and more proactive in offering timely support and feedback.

Read More

Contact Center Staffing – BPO (Outsourcing) Partnerships — Jeremy Hyde

In this post, we'll explore the advantages of collaborating with Business Process Outsourcing (BPO) partners in effectively managing contact center workforces."

Read More

The Power of Augmenting Humans with AI

Introducing ServiceSim, a cutting-edge tool that uses AI to augment humans’ abilities rather than replace them, leading to a safer, scalable, more user-friendly, and value-driven solution.

Read More
Customer Contact Central