Employee Engagement

3 Ways to Show Your Agents Some Love on Valentine's Day

Employee Engagement

Contact center agents need to be shown some love, and Valentine's Day seems like a perfect day to start giving them the right tools they need to deliver great customer experiences.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Empathy, Empowerment, Enthusiasm: Delivering Experiences That Matter

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.

Five9

Announcing the Global Partnership of Verint and Five9

Verint recently announced the new partnership where Five9 will resell the complete Verint Enterprise Workforce Optimization suite.

Walt Rossi VP Business Development

Walt Rossi is responsible for Five9’s ecosystem of technology partners and strategic alliances. Since joining Five9 in 2014, Walt has built partnerships with leading companies including Salesforce, Oracle, Microsoft, Zendesk and ServiceNow influencing over half of Five9’s new business. Before joining Five9, Walt has led marketing and business development teams for rapid growth companies including IBM/Demandtec, HP Software, Questra, Valdero, Kana, and Teredata. Walt holds a B.A.

Holiday Travel Simplified with Agent Empowerment

Employee Engagement

I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite.

Mayur Anadkat

3 Tips for Reducing Churn in Your Call Center

Employee Engagement

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...

Five9

Will Self-Service Eventually Replace the Live Agent?

When it comes to customer service, as consumers, we can do a lot on our own thanks to the copious amounts of technology at our fingertips. In fact, most of us tend to prefer self-service to relying on a live connection to help us reach a solution. According to a recent consumer survey commissioned by Nuance Enterprise, 75 percent of respondents said self-service is a convenient way to address customer service issues. Just think about how much...

Liz Osborn

3 Training Tips for Contact Center Agents

Employee Engagement

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information.

Five9

3 Questions to Consider Before Asking Agents to Up-sell

Employee Engagement

Guest Post by Joanna Jones of MHI Global. Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for ways to sell more product or service. When done well, your contact center can generate...

Five9

A Critical Disconnect: If Customer Satisfaction Really Matters...

Employee Engagement

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Recent research from ICMI indicates that customer satisfaction (CSAT) is the most important agent metric to contact center leaders, agents, and customers alike, BUT...

Liz Osborn

Who Are Today's Contact Center Agents?

Employee Engagement

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.

Five9

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