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.
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.
Modern day Friends going through modern customer experiences, whether it’s email, phone, chat, social media, is a series I’d binge watch over and over again.
CallMiner and Five9 customers are using advanced analytics to measure interaction outcomes to ensure their contact centers are performing at a high level.
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:
As we prepare to ring in 2019 with champagne toasts, fireworks and good friends, I would like to take a moment to reflect on what a great year 2018 was for Five9. To help us remember some of our 2018 highlights, I’m sharing our top 7 blogs from this past year.
