Understand the most frequent topics customers are calling about and the questions they most often ask.
Vistio’s AgentHub ensures every call is handled exactly right, every time.
AgentHub’s live on-screen guidance puts the information agents need at their fingertips exactly when they need it, making it easy for any agent to confidently, quickly, and accurately resolve any customer inquiry.
Every call, every agent, exactly right, every time
AgentHub is designed to ensure your agents always make the right moves to deliver an exceptional customer experience.
But unlike other workflow or CRM tools, AgentHub operates independently from the system of record and stores no data. Instead, it seamlessly integrates with your other systems, putting information in front of the agent when they need it, and sending data back to other systems based on actions agents take within the AgentHub interface.
This eliminates the need for agents to waste valuable time toggling between different platforms and empowers agents to fully dedicate themselves to providing unparalleled customer service.
Without Vistio's AgentHub
Agents aren’t sure what the proper next step is so they...
- Give incorrect answers
- Put callers on hold while they ask someone else
- Put up sticky notes and reminders
- Try to hurry off the phone
- Escalate calls more often
- Waste time searching through your knowledge base
- Get frustrated and quit
With Vistio's AgentHub
Agents know exactly what to do next so they...
- Get perfect quality scores+
- Reduce overall call handling time
- Handle all interaction uniformly
- Authenticate callers correctly
- Escalate fewer calls
- Spend their after call wrap time relaxing and recharging
- Provide great customer service
- Are happier at their jobs
Reporting
With telemetry data from AgentHub, you get critical information about what’s happening in your contact center in real time rather than relying on random audits or quality control after the fact. AgentHub’s telemetry data can stand on its own or it can easily be integrated into your existing reporting engine. And since the Vistio team configures the reporting for you, you can spend your time analyzing and acting on reports instead of compiling them.
Get insight into the knowledge and abilities of each agent and how each agent is handling each call.
Identify top performers among your staff as well as those who need coaching or additional support.
Common Questions
Our IT team’s calendar is scheduled 12 months out so we don’t have the resources to implement it.
Implementation is done by our team, not yours. We’ll just need access to your subject matter experts and very little or no involvement from your IT team.
Our existing CRM and knowledge base already does this.
CRM is an essential tool for contact centers and knowledge bases have historically been a helpful resource, but neither one helps agents find the right answer quickly when they’re busy helping a customer. Vistio creates a bridge between your agents and your CRM and eliminates the need for clunky knowledge bases, giving your agents the right information when they need it and without them having to know where to look.
We don’t have the budget for this.
Vistio can make lasting improvements to your metrics in as little as 90 days, saving you money in training and hiring and providing your customers with the best experience possible. Our clients typically see a 3x return on their investment in Vistio in their first year.