Vistio Blog

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When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple. You need to know who the customer is, their history with your company, understand why they’re calling, and be able to resolve the issue or answer the question in an efficient, timely fashion. They should hang up the phone feeling assured the agent they spoke to is an expert and provided all the answers and solutions they needed. All of that, and don’t put the customer on hold. Unfortunately, all the technology contact center managers provide to their agents often complicates the process of helping customers and making the job ...
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Every contact center has a plan for how they want to handle each customer interaction. Given the complexity of any given interaction, having well-informed and capable agents, as well as a seamless technology environment, are key to executing each interaction successfully and delivering fast, accurate, and uniform service that leaves your customers with a favorable impression of your company. Obviously “fast, accurate, and uniform” is easier said than done but when your service is slow, inaccurate, and frustrating for customers, it’s not always a people or a technology issue. In fact, we find that poor customer service is often the result of poorly defined processes ...
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Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of the whole story. If your agents aren’t hitting their benchmarks, it’s time to evaluate your call handling processes—and you don’t need metrics to do it. Just take a stroll through your contact center floor and check out your agents’ desktops. What do you see? Desks laden with sticky notes, large knowledge bases, binders, and agents with one foot out of the door— are all red flags of complicated processes that prevent your agents from consistently and accurately resolving customer issues. Here are four solutions to simplify ...