Five9 Blog

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the biggest challenges contact centers face is being able to quickly address staffing surges and peaks in activities in a short amount of time. Today, cloud technology and at-home agents are helping mitigate some of that chaos... Read on to hear advice from Liz Osborn on addressing contact center surges:

It’s increasingly costly and complicated to win a new solar customer in the United States. According to GTM research, it costs 49 cents per watt to acquire a customer in the U.S. or about $3,000 for the typical 6-kilowatt residential rooftop. Meanwhile, a report by Lawrence Berkeley Labs estimated a cost of less than 7 cents per watt in Germany. Marketing, advertising and sales made up the majority of the cost (41 cents) while system design accounted for 8 cents per watt. There has been lot of discussion about why it costs so much to acquire a new residential solar customer in the US – especially when compared to other countries. Read further for a few frequently cited explanations:

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations. Read on to learn about trends #2 & #3:

There is no doubt that we're in the midst of a sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior, making it more difficult for brands to acquire new customers and earn their loyalty. Contact centers are now under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.

Contact center outsourcers are striving to differentiate themselves based on their ability to hire and retain the most highly skilled workforce in the customer care field. Managing this workforce has traditionally been a challenge, but outcome-based reporting has shown a great deal of promise in removing much of the uncertainty. Defining Outcome-Based Pricing:

Contact center outsourcers greatly benefit from leveraging modern technology solutions that help them provide and manage turnkey customer engagement programs. More and more outsourcers are discovering the advantages and flexibility that CLOUD contact center software can provide. Here are just a few examples of what the CLOUD enables contact center outsourcers to do:

Recording interactions is the first step toward helping agents become more efficient and deliver higher quality interactions. Recordings can be used for coaching sessions with agents... for training new agents... for transitioning a current agent to a new role or program... and overall, call recording can provide the basis for analyzing interactions to learn what works best.