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.

5 Ways to Boost the Fun Factor in Your Contact Center

Employee Engagement

Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles—and they’re less likely to depart for greener-looking pastures. Here are a few ideas for livening things up in your contact center:

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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.

Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents. Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice. Here is a checklist of skills to look for when on the hunt for an effective super-agent:

Sarah Rolfing

Why Scheduling Should Be a Top Priority In Your Contact Center

Employee Engagement

For some contact centers, coverage can be a big issue. Too many agents costs too much. Too few agents costs even more—in lost sales and lost loyalty. So predicting demand and staffing to match isn't just important—it's crucial. Here are a few reasons why you should pay attention to agent scheduling:

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7 Best Practices for Coaching Contact Center Agents

Employee Engagement

So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good. But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom. Here are 7 tips to consider when looking to improve your agent coaching strategy:

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Five9 Employees Go Above and Beyond

Five9

Five9 Employees Go Above and Beyond Five9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry.

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One App, Multiple Channels: The Holy Grail

Customer/Digital Engagement

This article was originally posted on No Jitter, here.

We explore best practices in the orchestration of disparate customer contact channels on mobile apps.

Edwin Margulies

How the Cloud Has Changed Mother's Day

Cloud
Five9

Heart_cloud Yesterday was Mother's Day and as expected many of us were making a mad dash to chocolatiers, scheduling brunch reservations, and of course, visiting flower shops. Similar to the holiday season, lines at retail stores were longer, parking lots were packed, employees seemed frazzled, customers were frustrated, and supply was quickly dwindling.

Sarah Rolfing

Five9 Blog

5 Ways to Boost the Fun Factor in Your Contact Center

Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

Why Scheduling Should Be a Top Priority In Your Contact Center

7 Best Practices for Coaching Contact Center Agents

Five9 Employees Go Above and Beyond

One App, Multiple Channels: The Holy Grail

How the Cloud Has Changed Mother's Day

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