During 2020 we will continue to explore the importance of the contact center in providing a more human experience and how technologies like AI will help empower this. This podcast series is dedicated to all practitioners that are committed to providing great customer service to their customers.
Continuously increasing efficiency in the call center can be a challenge. Consistent efficiency improvement can be obtained with a magic trick – the magic of competition.
In a recent Customer Spotlight Webinar with Teladoc Health, the global virtual care leader, Teladoc presented a couple of pretty staggering customer metrics in their contact center. They are maintaining a more than 97% customer satisfaction (CSAT) rating over the past four years and Net Promoter Score (NPS) of 54.5. So how does this even happen?
You know when you start a new job and you get a learning period? That time where you soak in knowledge and just sort of figure out what is going on? Anand Chandrasekaran didn’t get that.
Google Cloud announced that its Cloud Contact Center AI (CCAI) solution has become generally available on November 14th, 2019. Five9, as a CCAI-ready partner, has built an integration to CCAI and we are proud to share that we started our first customer implementation at an industry leading streaming entertainment provider, in partnership with a leading CRM provider.
