Five9 Blog

Gain new perspectives on AI, Five9, CX, and cloud technology here on our blog. With new contact center and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your customer service team.

5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

Cloud

Contact center outsourcers greatly benefit from leveraging modern technology solutions that help them provide and manage turnkey customer engagement programs. More and more outsourcers are discovering the advantages and flexibility that CLOUD contact center software can provide. Here are just a few examples of what the CLOUD enables contact center outsourcers to do:

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.

How to Increase Efficiency and Quality with Call Recording and Monitoring

Employee Engagement

Recording interactions is the first step toward helping agents become more efficient and deliver higher quality interactions. Recordings can be used for coaching sessions with agents... for training new agents... for transitioning a current agent to a new role or program... and overall, call recording can provide the basis for analyzing interactions to learn what works best.

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5 Ways to Boost the Fun Factor in Your Contact Center

Employee Engagement

Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles—and they’re less likely to depart for greener-looking pastures. Here are a few ideas for livening things up in your contact center:

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Why Scheduling Should Be a Top Priority In Your Contact Center

Employee Engagement

For some contact centers, coverage can be a big issue. Too many agents costs too much. Too few agents costs even more—in lost sales and lost loyalty. So predicting demand and staffing to match isn't just important—it's crucial. Here are a few reasons why you should pay attention to agent scheduling:

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7 Best Practices for Coaching Contact Center Agents

Employee Engagement

So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good. But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom. Here are 7 tips to consider when looking to improve your agent coaching strategy:

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Bridging the Multichannel Customer Service Gap [INFOGRAPHIC]

Customer/Digital Engagement

Parts of this post were originally posted on the Zendesk blog here. Consumers feel that companies are failing to provide a seamless, integrated, and consistent customer service experience across all channels, especially as more and more shoppers use multiple devices to make purchases and seek help. This Zendesk infographic explores the gap between consumer expectations and what shoppers experience in the real world.

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5 Reasons to "Break-Up" with Your On Premise Contact Center Solution

Cloud

its-over Valentine's Day can be stressful, but staying in a relationship that should have ended long ago makes it even worse. With this in mind, here are five reasons why you should break up with your on premise contact center provider today. 1. They can be difficult: Having a partner that always makes the simplest things complicated can be exhausting.

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Five9 Blog

5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

How to Increase Efficiency and Quality with Call Recording and Monitoring

5 Ways to Boost the Fun Factor in Your Contact Center

Why Scheduling Should Be a Top Priority In Your Contact Center

7 Best Practices for Coaching Contact Center Agents

Bridging the Multichannel Customer Service Gap [INFOGRAPHIC]

5 Reasons to "Break-Up" with Your On Premise Contact Center Solution

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