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.

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.

How Do You Know If a Channel Partner Program is Right For You?

Strategic partnerships with master agents, system integrators and resellers will help drive expansion for our company’s channel partner program.

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...

3 Tips for Reducing Churn in Your Call Center

Employee Engagement

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...

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.

3 Training Tips for Contact Center Agents

Employee Engagement

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information.

Five9

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

Five9 Blog

Private Twitter Messages Won't Eliminate the Contact Center

How Do You Know If a Channel Partner Program is Right For You?

Customer Experience - Execution = Contact Center Hallucination

3 Tips for Reducing Churn in Your Call Center

3 Training Tips for Contact Center Agents

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

The Omnichannel Contact Center: Q&A with Liz Osborn

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