The Five9 Guide for Contact Center Outsourcers

Today’s customers demand exceptional service and support every time they contact your business. As a contact center outsourcer, you need to have the right people, processes, technology, and capabilities to meet customers’ expectations and provide extraordinary service across channels and their entire journey with your company.

Download this guide to learn:

• Characteristics to consider when looking to hire agents, where to potentially find your next great agent, and why it’s important to think long-term retention
• How to equip agents with training and coaching that will drive impact, why it’s important to onboard smart for a great start, and who you should identify to coach agents for long-term success
• How to utilize workforce optimization to maximize efficiency, where you can leverage data to make more informed decisions, and how to forecast and schedule your agent workforce effectively
• How to determine the data contact centers need, how to present the data in a visual way so it can be easily interpreted, and why it’s important to make reporting clear and digestible