CX QA Live! | The Agent-Centric Customer Experience Show
By Vistio
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Episodes: 83
Description
CX QA Live!, the home of the agent-centric philosophy, is a show where we talk to the world’s leading CX experts about industry trends, CX technology, and transforming customer support into a strategic advantage for your business by focusing on the most important aspect of your CX operation: the agent.
Attend live every Tuesday @ 12PM ET: https://www.vistio.io/cxlive/
#contactcenter #customerexperience #cx
| Episode | Date |
|---|---|
|
Get Your Agents Outta That Box! - Part 2 | Ep 68
|
Dec 25, 2023 |
|
Finding Inspiration for Doing CX Right Everywhere! | Ep 67
|
Dec 18, 2023 |
|
State of the Center: Addressing Teams with Transformative Transparency | Ep 66
|
Dec 11, 2023 |
|
The Cost of Ingratitude | Ep 65
|
Nov 27, 2023 |
|
Maximizing the Impact ot CX Training with AI | Ep 64
|
Nov 20, 2023 |
|
Utilizing AI to Enhance Human Productivity and Connection in CX | Ep 63
|
Nov 13, 2023 |
|
Victim to Hero: Shaping the Destiny of the Contact Center | Ep 62
|
Nov 06, 2023 |
|
Engaging the People That Engage With Us | Ep 61
|
Oct 30, 2023 |
|
Human-First AI in the Contact Center | Ep 60
|
Oct 25, 2023 |
|
CX Whac-A-Mole: The Optimization Game | Ep 59
|
Oct 23, 2023 |
|
Coaching With Compassion | Ep 58
|
Oct 16, 2023 |
|
Get Your Agents Outta That Box! | Ep 57
|
Oct 02, 2023 |
|
Foundations of Agent Career Growth | Ep 56
|
Sep 25, 2023 |
|
Simulated Interactions, Real Agent Value | Ep 55
|
Sep 18, 2023 |
|
CX"Queue"A Live! | Ep 54
|
Sep 04, 2023 |
|
Revisiting the Contact Center of the Future | Ep 53
|
Aug 28, 2023 |
|
Training Agents in the Age of AI - Part 2 | Ep 52
|
Aug 21, 2023 |
|
Agent Feedback: The Untapped Value | Ep 51
|
Aug 14, 2023 |
|
Everything is CX | Ep 50
|
Aug 07, 2023 |
|
Measuring the Value of Common CX Metrics | Ep 49
|
Jul 31, 2023 |
|
Training Agents in the Age of AI | Ep 48
|
Jul 24, 2023 |
|
Agent Value in the CX Marketplace | Ep 47
|
Jul 17, 2023 |
|
The VoA Playbook and Why You Need One | Ep 46
|
Jul 06, 2023 |
|
CX and Women Leadership | Ep 45
|
Jun 26, 2023 |
|
How to be "People Fertilizer" as a Contact Center Leader | Ep 44
|
Jun 19, 2023 |
|
A Special JEPPPisode | Ep 43
|
Jun 12, 2023 |
|
Understanding the Role and Value of Humans in Customer Service in an Age of AI Innovation | Ep 42
|
Jun 06, 2023 |
|
Strategies For Doing CX (and AX) Right! With Stacy Sherman | Ep 41
|
May 22, 2023 |
|
The Best Qualities That Will Lead Your Agents to Contact Center Success | Ep 40
|
May 15, 2023 |
|
The Agent Metrics Obsession That’s Killing Customer Experience | Ep 39
|
May 08, 2023 |
|
The Impact of AI on CX Quality | Ep 38
|
May 01, 2023 |
|
Human Intelligence vs Artificial Intelligence in CX | Ep 37
|
Apr 24, 2023 |
|
The Impact of AI on Today’s Labor Realities in CX | Ep 36
|
Apr 17, 2023 |
|
Benefits and ROI When Investing in Agent-Focused Software | Ep 35
|
Apr 10, 2023 |
|
The Impact that Community Has on the Greater CX Industry | Ep 34
|
Apr 03, 2023 |
|
Compassionate Boundaries in Connecting Employees to the Resources They Need | Ep 33
|
Mar 27, 2023 |
|
The Importance of Empathy in CX Interactions | Ep 32
|
Mar 20, 2023 |
|
The Relationship Between Engaged Agents and Brand Differentiation | Ep 31
|
Mar 13, 2023 |
|
The Job No One Wants | Episode 30
|
Mar 06, 2023 |
|
Designing CX Training to Drive Optimal Business Outcomes | Episode 29
|
Feb 27, 2023 |
|
CX Agents: Give Yourself Some Love! | Episode 28
|
Feb 20, 2023 |
|
CX from East to West | Episode 27
|
Feb 13, 2023 |
|
The Contact Center of the Future | Episode 26
|
Feb 06, 2023 |
|
Build Respect for Your Brand | Episode 25
|
Jan 30, 2023 |
|
Buy-In from Agents Builds Buy-In from Executives | Episode 24
|
Jan 23, 2023 |
|
Values and Value in CX | Episode 23
|
Jan 16, 2023 |
|
Lessons from the Southwest Airlines CX Disaster | Episode 22
|
Jan 09, 2023 |
|
Real Questions and Answers with CX Agents | Episode 21
|
Dec 26, 2022 |
|
What CX Agents Want and How to Give it to Them | Episode 20
|
Dec 19, 2022 |
|
Screening for and Staffing the Soft Skills that Build Brand Loyalty | Episode 19
|
Dec 12, 2022 |
|
Overcoming the Challenges of Omnichannel for Agents | Episode 18
|
Dec 05, 2022 |
|
Appropriate Expectations of Agent Empathy | Episode 17
|
Nov 21, 2022 |
|
Aligning CX Leadership | Episode 16
|
Nov 14, 2022 |
|
Live from ICMI, Introducing ASAT—the Agent Satisfaction metric | Episode 15
|
Nov 07, 2022 |
|
A New Metric For CX | Episode 14
|
Nov 07, 2022 |
|
Mistakes to Avoid in CX Training | Episode 13
|
Oct 24, 2022 |
|
EX is the New CX | Episode 12
|
Oct 17, 2022 |
|
How CX Leaders Can Engage with Agents | Episode 11
|
Oct 10, 2022 |
|
How to Realize the Actual Value of Your CX Agents with Idris Said of XTendico | Episode 10
|
Oct 03, 2022 |
|
The Adoption of Technology, CRMs in CX | Episode 9
|
Sep 26, 2022 |
|
Competitive Job Offers and Agent Retention with Kory Kostecka of RemX | Episode 8
|
Sep 19, 2022 |
|
Creating Opportunities for CX Agents with Martin Anderson of Lemon | Episode 7
|
Sep 12, 2022 |
|
Buying the Technology that will Serve Your Agents the Most | Episode 6
|
Sep 05, 2022 |
|
Relieving CX Agent Trauma with Jeremy Hyde | Episode 5
|
Aug 29, 2022 |
|
The Agent and Company Culture with Hui Wu-Curtis from supportU | Episode 4
|
Aug 22, 2022 |
|
The Right Technology to Boost Customer Self-Service with Jeremy Watkin of NumberBarn | Episode 3
|
Aug 15, 2022 |
|
CX Training at its Best: Integrative, Cost Effective and Psychologically Fortifying with Sheri Kendall of Wayfair | Episode 2
|
Aug 08, 2022 |
|
Your Most Valuable Asset: The Agent-Centric Call Center Philosophy | Episode 1
|
Aug 01, 2022 |
|
Looking at Future Trends and Technology in CX : A Deep Dive Interview with CX Trend Expert, Stephen Loynd | Recorded for Quality Assurance: Episode 15
|
Jul 08, 2022 |
|
BPO Best Practices and Blockchain: A Deep Dive Interview with Expert BPO Consultant, Steve Weston | Recorded for Quality Assurance: Episode 14
|
Jun 13, 2022 |
|
The Impact of the Customer Experience Function: A Deep Dive Interview with Customer Experience Executive, Erica Mancuso | Recorded for Quality Assurance: Episode 13
|
May 28, 2022 |
|
Navigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan | Recorded for Quality Assurance: Episode 12
|
Apr 03, 2022 |
|
Workforce Optimization and GigCX: An in-depth interview with CX Subject Matter Expert, Terry Rybolt | Recorded for Quality Assurance: Episode 11
|
Mar 16, 2022 |
|
A 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey | Recorded for Quality Assurance: Episode 10
|
Jan 27, 2022 |
|
From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown | Recorded for Quality Assurance: Episode 9
|
Jan 12, 2022 |
|
From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith | Recorded for Quality Assurance: Episode 8
|
Dec 15, 2021 |
|
From Agent to Innovator: An Interview with Contact Center Technology Visionary, Sean Murphy | Recorded for Quality Assurance: Episode 7
|
Dec 09, 2021 |
|
BPO with a Purpose: A Candid Conversation with Hui Wu-Curtis | Recorded for Quality Assurance: Episode 6
|
Oct 22, 2021 |
|
From CTO to CX Industry Analyst: An In-depth Conversation with Mark Hillary | Recorded for Quality Assurance: Episode 5
|
Oct 05, 2021 |
|
Selection, Implementation and Use: The Journey of Contact Center Technology with Joe Rice | Recorded for Quality Assurance: Episode 4
|
Sep 16, 2021 |
|
From Agent to Executive: Unique Insights into all aspects of the contact center with Tom Benton | Recorded for Quality Assurance: Episode 3
|
Aug 25, 2021 |
|
The Evolution of the Contact Center and Process Evaluation with Rod Jones | Recorded for Quality Assurance: Episode 2
|
Aug 09, 2021 |
|
Evaluating the past, present and future of CX with Peter Ryan | Recorded for Quality Assurance: Episode 1
|
Aug 05, 2021 |