Template | archive.php |
Title | Category: Hiring, Training & Retention |
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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Author | Jeff Vahrenwald |
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 | 3286 |
Date | January 13, 2025 |
Title | The High Cost of Neglecting Agent Training |
Url | https://www.vistio.io/blog/the-high-cost-of-neglecting-agent-training/ |
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Author | Jeff Vahrenwald |
Summary | Effective training is critical investment in long-term success. Yet, many organizations still fail to fully prepare their agents for the demands of real-world interactions. This oversight doesn’t just affect agents; it reverberates across the entire customer experience. |
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Image Url | https://www.vistio.io/wp-content/uploads/2025/01/the-high-cost-of-neglecting-agent-training-150x150.jpeg |
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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Author | Jeff Vahrenwald |
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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Author | Jeff Vahrenwald |
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 | 3275 |
Date | December 9, 2024 |
Title | Time to Ditch Your Cookie-Cutter Agent Training? |
Url | https://www.vistio.io/blog/time-to-ditch-your-cookie-cutter-agent-training/ |
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Author | Jeff Vahrenwald |
Summary | If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? |
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Image Url | https://www.vistio.io/wp-content/uploads/2024/12/time-to-ditch-your-cookie-cutter-agent-training-150x150.jpg |
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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Author | Jeff Vahrenwald |
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 | 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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Author | Jeff Vahrenwald |
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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Author | Jeff Vahrenwald |
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 | 3244 |
Date | October 15, 2024 |
Title | Using Training Analytics to Improve Agent Retention |
Url | https://www.vistio.io/blog/using-analytics-to-improve-agent-retention/ |
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Author | Jeff Vahrenwald |
Summary | Agent retention is a critical challenge in customer service and support. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. |
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Image Url | https://www.vistio.io/wp-content/uploads/2024/10/using-analytics-to-improve-agent-retention-150x150.jpeg |
ID | 3240 |
Date | October 7, 2024 |
Title | Why Agents Graduate Training with Missing Skills |
Url | https://www.vistio.io/blog/why-agents-graduate-training-with-missing-skills/ |
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Author | Jeff Vahrenwald |
Summary | In a field where customer interactions often define the brand, underprepared agents on the front lines can lead to poor customer experiences, reduced productivity, and costly turnover. So, why do agents graduate from training programs with missing skills? |
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Image Url | https://www.vistio.io/wp-content/uploads/2024/10/why-agents-graduate-training-with-missing-skills-150x150.jpg |
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