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.

Where Did That Potential New Customer Go?

Cloud

One of the most important measurements in the contact center that impacts customer experience is first call resolution (FCR). This is the ability to answer a customer’s question about your product or service the first time they contact your business.

Peter Milligan Senior Product Marketing Manager

Democratization of Customer Service

Over the last two months, we have all experienced a sea change in the way we work and how we communicate with those around us. We are living in a world where we feel comfortable standing six feet apart and where Zoom is no longer a board room brand but is now a generic household name that our parents and kids are using.

Paul Cowman Senior Director of Digital Marketing

With over 15 years of experience in digital media, Paul Cowman heads up the demand generation team at Five9.

[PODCAST] Customer Service in the Age of Social Media w/ Frank Wassenbergh & Kevin Sheehan, CloudLinx

Customer/Digital Engagement

Once upon a time, the customer contact center was simple. It was about three things:

Michael Rose Senior Director, Brand and Corporate Communications

Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.

[PODCAST] Master Agents in the Time of COVID-19 w/ Kevin Thomsen and Jake Butterbaugh

Back in December, Zoom had 10 million active users. In March, when they launched their Master Agent program? They had 300 million. In 3 months, they ended up with 30 times as many users as they had before Christmas.

Michael Rose Senior Director, Brand and Corporate Communications

Five9 Women in Tech: Sylvia Lee

Five9

Today, I am excited to introduce Five9’s very own Sylvia Lee! Sylvia is our Five9 Contracts Attorney and passionate Five9 WiT board member.

Kendall Taylor Corporate Communications Manager

Kendall Taylor specializes in social media, internal communications, media relations, employee advocacy, and corporate communications. She is a huge fan of Inferno Pilates, the Kansas City Chiefs, and Arrested Development. Kendall holds a bachelor’s degree in journalism with an emphasis in strategic communications from the University of Nevada.

[EXECUTIVE WEBINAR] - What’s Next for Customer Communications After COVID-19?

Prior to the global pandemic, working from home was often viewed as a luxury or a work perk. It has allowed employees to avoid sitting for hours in traffic and has enhanced work-life-flexibility. From the business perspective, companies also benefited from this “work perk” by having access to a larger talent pool and reducing real-estate costs. Thanks to cloud technology, the work environment is no longer confined to a single location.

Nicole Friedrich Marketing Specialist

Nicole Friedrich is a Marketing Specialist on the Demand Generation & Campaigns team at Five9. Prior to joining Five9, Nicole worked for various private companies and government agencies. Nicole graduated from Chapman University with a Master's in International Business Administration in 2017.

[PODCAST] 3 Ways Technology Empowers Contact Centers w/ Michael Ramsey

Cloud

“Okay, but our contact center is getting the job done as we are. Why should we consider migrating it to the cloud?” It’s a fair question.

Michael Rose Senior Director, Brand and Corporate Communications

Five9 Blog

Where Did That Potential New Customer Go?

Democratization of Customer Service

[PODCAST] Customer Service in the Age of Social Media w/ Frank Wassenbergh & Kevin Sheehan, CloudLinx

[PODCAST] Master Agents in the Time of COVID-19 w/ Kevin Thomsen and Jake Butterbaugh

Five9 Women in Tech: Sylvia Lee

[EXECUTIVE WEBINAR] - What’s Next for Customer Communications After COVID-19?

[PODCAST] 3 Ways Technology Empowers Contact Centers w/ Michael Ramsey

Call 1-800-553-8159 to learn more about Five9