Customer/Digital Engagement

Are You Speaking the Language of Your Customer?

Customer/Digital Engagement

Consumers are always on and eager to interact with friends and businesses on their terms, to make it fast and simple for them.

Sabine Winterkamp Vice President of International Marketing

[Webinar] How Teladoc Overhauled Their Omnichannel Contact Center in 45 Days

Customer/Digital Engagement

Teladoc was faced with a specific challenge: Implement a new contact center solution in only 45 days, while entering the busy season in the healthcare industry.

Five9

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.

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

In case you missed it, last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff and then I sat down with her to discuss more contact center trends.

Five9

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 1]

This week Sheila McGee-Smith spoke at the Five9 2017 Sales Kickoff sharing her insights about the contact center industry and the 2017 forecast.

Five9

The Do's and Don'ts of Adding New Channels to Your Contact Center

Customer/Digital Engagement

It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that?

A Look Back on Contact Center Technology

Technology has boomed with iPods, social media, Bluetooth, cell phones, and much more. All of these technology trends have paved the way for the changes made over the years in the contact center industry.

Private Twitter Messages Won't Eliminate the Contact Center

Customer/Digital Engagement

Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.

Customer Experience - Execution = Contact Center Hallucination

Thomas Edison once said “a vision without execution is a hallucination,” and I couldn’t agree more. Was he referring to the contact center industry? Probably not, but it is no less a relevant thought. Since the dawn of contact centers, the vision for the industry has always been to...

The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

Customer/Digital Engagement

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.

Five9

The Omnichannel Contact Center: Q&A with Liz Osborn

Customer/Digital Engagement

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.

Five9

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