Let's Make Contact Center Agents Even More Valuable

“The greatest technology in the world can’t replace the ultimate relationship building tool between a customer and a business: the human touch.” - Shep Hyken

How exciting is it to be on the forefront of AI innovation?

Think about where the majority of research being done on LLM's and generative AI is taking place. Who better to go to for customer interactions than the contact center itself?

Where the road tends to get a bit bumpy is when companies start asking the "scary" question:

"How can I use AI to cut costs in my contact center?"

Whoa now, pump the brakes! You cannot do business without customers, and you cannot have customers without a strong support and service team to be there for them when the "you-know-what" hits the fan. (Not to mention the insane amount of process debt you'll accrue if you rush into getting AI just for the sake of having it!)

So, if fully automating your customer service team isn't the answer to implementing AI in the contact center, what is?

Introducing ServiceSim

ServiceSim is the AI-enabled training partner that simulates the customer side of interaction so your agents can practice even the most complex customer interactions in a real-life situation with all of the variables of a typical human conversation.

Your agents are the single most important asset in your contact center. As artificial intelligence becomes more capable of handling quick, transactional issues, your service teams need to be prepared to handle more complicated situations. Thankfully, ServiceSim does just that, thanks to its ability to simulate any customer interaction anywhere and anytime you need it.

The role of the agent isn't becoming obsolete; it's becoming even more valuable.

To learn more about ServiceSim, you can read the full launch post here:

If you'd like to get hands-on with the product right now, you can sign up for a free trial using the link below:

Of course, we're not just here to promote product launches; we've also been looking for new ways to amplify the voice of the agent...

Coming Soon: The VKC

If you've been keeping up with us on LinkedIn, there's a good chance you've seen some other creators on the platform posting some great content, and mentioning something called the "Vistio Knowledge Collective" at the end of their post. What exactly is that?

(Here's a post from Jeremy Hyde as an example.)

The Vistio Knowledge Collective is our way of investing in the community around the CX and Contact Center industries. It is a collaborative effort between Vistio and our network of professionals and change-makers to further educate, motivate, and promote change to the way undervalued CX roles (yes, that means contact center agents) are viewed in the industry as a whole.

We are currently in the process of compiling all of this knowledge (web articles, videos, etc.) into one, easy to access platform. This means those who are looking to recognize how agent value can transform their contact center, will have a resource that's easily accessible and frequently updated.

(Of course, you'll continue to see content from the VKC in this newsletter as well, but it sure would be a pain to go back and read through every edition, don't you think?)

We'll have more to share on the VKC in the near future, so stay tuned!

Measuring the Value of Common CX Metrics

CSAT. NPS. AHT. Nearly every contact center has held their agents accountable to metrics like this to evaluate success. Does everyone really understand the values behind the measurements, or do we all just go along with it because that's "what has always been done?" We had Doug Rabold ITIL®, HDI-CI in the hot seat of CX QA Live! as he helped us all realize the true merit of metrics and how they can impact agent performance for better... or worse. Check it out!

By the way, we host these episodes as live discussions that anyone can sign up for. Registration is 100% free, and it gives you the opportunity to ask the speakers for that day any burning CX questions you may have.

Beyond that, after every episode we tend to hang out in a post-discussion room where we can take the episode a bit further, network with other CX professionals, or just chat about anything and everything!

That's all we've got for now! Make sure you're keeping an eye on your inbox for more CX insights delivered directly to you every week. We hope you've enjoyed this edition of the newsletter, and we'll see you again soon!

Go make a difference in the world today. ❤️