Last month, Congress reintroduced a bill that could deter certain companies from sending call center jobs over seas. The United States Call Center Worker and Consumer Protection Act of 2017 would make certain offshoring call center companies ineligible for grants or guaranteed loans from the government.
It’s the first day of spring and that means it’s time to do spring cleaning. One of the things you probably want to look at first is your contact center. Of the 15.8 million contact center agents around the world, 90% of these agents are operating on legacy, premise-based solutions.
When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm.
Technology has boomed with iPods, social media, Bluetooth, cell phones, and much more. All of these technology trends have paved the way for the changes made over the years in the contact center industry.
We all care about customer experience, customer journey and excellent customer service. But how can you ensure that your business can deliver on these changes and keep consumers loyal to your business and brand?
Customer focus. Every company claims it's a top priority but for Five9 it's THE guiding principle. I joined Five9 in November to build a customer advocacy marketing program and I quickly figured out a key pillar of the company's tremendous success.
