I had the opportunity to speak with Matt Parker, Enterprise Sales Director and Mike Giffin, Solutions Architect at Five9, about a little topic called, ‘Network Connectivity’ – and what it means for the contact center. As a marketer, this isn’t a topic I hear a lot about so when I came up I naturally became interested.
Continuously increasing efficiency in the call center can be a challenge. Consistent efficiency improvement can be obtained with a magic trick – the magic of competition.
Empowering agents with artificial intelligence (AI) is revolutionizing the customer and agent experience. By removing repetitive, mundane tasks, AI innovation will give agents the additional time they need to interact with customers’ on a human level and to personalize the customer service process.
Your agents ARE your customer experience. It’s as simple as that. For customers, the agent helping them often makes or breaks their customer experience.
Is agent morale a top challenge for your team? Providing extraordinary customer experience can be tasking to the most experienced agent. Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle.
When companies first launch their business, they are often too wrapped up in startup mode to foresee the needs of business at scale. At some point the inefficiencies of working without formal tools to effectively manage their workforce start to make themselves known and companies realize there are easier ways to work that can also transform the customer experience.
On Tuesday, March 5th at 11 a.m. PT, I will be joined by Donna Fluss, President at DMG Consulting. We’ll be taking a deep dive into the latest and greatest WFO modules and trends that you can implement to help improve your WFO strategy.
Talking about improving your customer experience is meaningless if you don’t have appropriately integrated systems and applications to deliver the experience. Your agents need contact center, CRM, WFO, and UC/collaboration integrated in order to deliver world-class customer service.
What if Arthur Morgan was a call center agent and how could Five9 help improve his moral meter? Could Arthur ever recover and become an upstanding citizen like Jim Milton in the epilogue? Let’s take a sample call to show how and where Five9 could help improve Arthur’s moral meter.
