Jackson Hewitt Improves Agent Performance With Five9 Enterprise WFM

Jackson Hewitt Tax Services, Inc. provides 6,000 franchised and company locations nationally with access to simple, low-cost solutions to manage their taxes and tax refunds. During tax season its contact center scales from 50 to 250 seats to serve customers. The firm was having trouble with agent adherence to scheduling and the inability to forecast staffing needs, so it was looking for a cloud contact center to evolve its workforce management capabilities and provide a more human customer service experience.

Read the case study to learn:

• How Jackson Hewitt was able to scale quickly, improve agent performance, and effectively coach agents
• Forecast staffing during volume spikes
• Provide transparency into agent activities and leverage data to improve the customer experience