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.

4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

As we've discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position. Here are four key characteristics...

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 Questions to Consider Before Asking Agents to Up-sell

Employee Engagement

Guest Post by Joanna Jones of MHI Global. Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for ways to sell more product or service. When done well, your contact center can generate...

Five9

A Critical Disconnect: If Customer Satisfaction Really Matters...

Employee Engagement

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Recent research from ICMI indicates that customer satisfaction (CSAT) is the most important agent metric to contact center leaders, agents, and customers alike, BUT...

Liz Osborn

How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Customer/Digital Engagement

Guest Post by Joanna Jones of MHI Global: With customer service trends changing at lightning speed it is sometimes easy to miss the straight forward task of delivering excellent customer experiences. Take for instance call-back systems. It doesn’t matter how much money is invested in infrastructure and training agents if your customers are abandoning their calls out of frustration because of long wait times.

Five9

Who Are Today's Contact Center Agents?

Employee Engagement

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.

Five9

Addressing Contact Center Surges Starts By Preparing in Advance

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the biggest challenges contact centers face is being able to quickly address staffing surges and peaks in activities in a short amount of time. Today, cloud technology and at-home agents are helping mitigate some of that chaos... Read on to hear advice from Liz Osborn on addressing contact center surges:

Liz Osborn

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 2)

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations. Read on to learn about trends #2 & #3:

Liz Osborn

Five9 Blog

4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

3 Questions to Consider Before Asking Agents to Up-sell

A Critical Disconnect: If Customer Satisfaction Really Matters...

How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Who Are Today's Contact Center Agents?

Addressing Contact Center Surges Starts By Preparing in Advance

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 2)

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