According to a recent study by Xerox, 87% of skills taught in training are lost without follow-up coaching.

Do you know how effective your agent training is?

vistio.io/blog/how-do-yo…

Trivia question 🤔: Improving the quality of role play scenarios during agent training can have lasting impacts on which of the following?:
a) agent retention
b) agent experience
c) quality scores
d) handle time
e) all of the above and more

vistio.io/blog/why-ai-pr…

Providing excellent #customerservice entails empowering agents. Yet high training costs, staff burnout & outdated systems get in the way. Learn how to boost productivity & morale and leverage #AI without losing the human touch.

#DoingCXRight #VKC

doingcxright.com/2023/12/11/ai-…

As the year ends, we reflect on traditions, cherish family moments, and celebrate workplace victories. Amidst the hustle, stress may rise, but we're committed to delivering valuable insights in CX. Here's to ending the year on a high note!

linkedin.com/pulse/most-won…

Here are my reflections on a recent public interaction with a customer via the Vistio Knowledge Collective. I'd love to hear your thoughts.

'Response Etiquette for Public Customer Comments' customerservicelife.com/response-etiqu…

Hello, X.

We've got a newsletter that we release every week (typically) full of CX insight through the lens of agent experience.

linkedin.com/pulse/so-many-…

If you asked a complete stranger whether being an CC agent is a good career choice, what do you think they'd say? 🙊

Justin Robbins is here to shift the narrative, highlighting the skills agents achieve that imbue them with the ability to grow.

metricsherpa.com/contact-center…

'The role of humans in providing customer service only 𝘨𝘳𝘰𝘸𝘴 𝘪𝘯 𝘪𝘮𝘱𝘰𝘳𝘵𝘢𝘯𝘤𝘦 as we add automation and increase the complexity of experiences.' - Justin Robbins

metricsherpa.com/elevating-fron…

'Companies forget the 𝘩𝘦𝘢𝘳𝘵 of business, and they don't combine it with the 𝘴𝘤𝘪𝘦𝘯𝘤𝘦 so there's that holistic value, and it's important that companies are really mindful of that combination.' - Stacy Sherman ~ #DoingCXRight

Knowledge-centered service is crucial for excellent customer interactions. But what if your data is wrong or missing entirely?

Dave Seaton, CCXP continues to explore how generative AI and agents can collaborate for a better experience.

bit.ly/3Q1w7jm