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Employee Engagement

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Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 3

In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.
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[Webinar] How to Pair Your Contact Center and UC Solutions (And 3 Big Reasons Why You Should)

Have you ever called a customer support line, waited forever to talk to an agent and no one ever answers? Or you finally get through to someone who seems entirely lost when it comes to your question and has to put you on never ending hold to find the answer?
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How to Lose an Agent in 10 Days

Your agents are a reflection of your brand. It’s important to give them the training, tools, technology, and positive environment they need to do their job effectively. Keep your agents happy or you’ll risk losing them, sometimes even in less than 10 days.
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Don’t Isolate Your Contact Center

To accommodate future demands, contact centers must break free from their operational silo and begin collaborating with other departments.
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Top 8 Customer Service Tips from the Contact Center Experts

Five9 has the top 8 tips from the customer service experts themselves to effectively run their contact centers.
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Helm Moves to the Cloud to Drive Improved Call Center Performance

The ability to control telecom in real-time with Five9 gives Helm a unique competitive advantage.
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Your Customer Service Agent is on Vacation, But That's Okay

Here are three common tasks customer service agents can complete when interacting with customers away from the physical contact center.
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3 Ways to Show Your Agents Some Love on Valentine's Day

Contact center agents need to be shown some love, and Valentine's Day seems like a perfect day to start giving them the right tools they need to deliver great customer experiences.
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Announcing the Global Partnership of Verint and Five9

Verint recently announced the new partnership where Five9 will resell the complete Verint Enterprise Workforce Optimization suite.
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3 Tips for Reducing Churn in Your Call Center

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...
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