Five9 Blog

Gain new perspectives on AI, Five9, CX, and cloud technology here on our blog. With new contact center and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your customer service team.

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

Customer Experience - Execution = Contact Center Hallucination

Thomas Edison once said “a vision without execution is a hallucination,” and I couldn’t agree more. Was he referring to the contact center industry? Probably not, but it is no less a relevant thought. Since the dawn of contact centers, the vision for the industry has always been to...

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

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.

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

The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

Customer/Digital Engagement

In June 2015 Susan Hash of Contact Center Pipeline conducted a Q&A interview with our very own Liz Osborn. The topic? All things omnichannel. Last week we published the first part of the interview, covering top omnichannel challenges, how to get started, prioritizing contact channels, and what to measure. In this week's post Liz covers omnichannel performance monitoring, impacts on customer service staff, necessary resources for implementation, and one final piece of advice.

Five9

The Omnichannel Contact Center: Q&A with Liz Osborn

Customer/Digital Engagement

The omnichannel contact center -- How do you get there? What are the first steps? Where do you focus your resources? How do you measure it? Liz Osborn, Five9 VP of Product & Solution Marketing, reviews these topics and more in her Q&A session with Susan Hash of Contact Center Pipeline.

Five9

Five9 Blog

Holiday Travel Simplified with Agent Empowerment

Customer Experience - Execution = Contact Center Hallucination

3 Tips for Reducing Churn in Your Call Center

Will Self-Service Eventually Replace the Live Agent?

3 Training Tips for Contact Center Agents

The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

The Omnichannel Contact Center: Q&A with Liz Osborn

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