Lululemon uses Five9 to improve relationships with customers by leveraging ease of administration, ease of implementations and being able to deploy a solution all over the world.
Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.
The following post is from guest contributor, Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith.
When it comes to customer service, as consumers, we can do a lot on our own thanks to the copious amounts of technology at our fingertips. In fact, most of us tend to prefer self-service to relying on a live connection to help us reach a solution. According to a recent consumer survey commissioned by Nuance Enterprise, 75 percent of respondents said self-service is a convenient way to address customer service issues. Just think about how much...
Going vertical isn’t a “nice to have” when it comes to delivering great CX in the contact center; it’s a must have and at Five9, our partners are helping us achieve this.
