ICMI research shows 86 percent of consumers want the freedom to choose their favorite channel to connect with businesses — and their satisfaction levels rise when they’re given that choice.
To give your multichannel efforts the best chance for success, start with the agents who know you and your business the best. Put processes into place and take advantage of technology tools to transform these veterans into multichannel powerhouses.
With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents.
Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice.
Here is a checklist of skills to look for when on the hunt for an effective super-agent: Continue reading →
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: Continue reading →
There are too many sessions to count at Dreamforce, and you’re bound to miss some good ones – so, if you missed it – here’s the recap from Salesforce.com’s CTI integration session – Putting Phone Inside the Agent Console.
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.
It’s important to remember, coaching is different from training (or re-training). It’s about helping agents apply skills and knowledge they already have in their bag of tricks.
Here are 7 tips to consider when looking to improve your agent coaching strategy:Continue reading →
Today kicks off Dreamforce, Salesforce.com’s event that combines rock concerts, philanthropy, politics and technology… there is no other event like it. The entire city of San Francisco is taken over by Dreamforce attendees, and we are excited to be part of the action. At Dreamforce you can find Five9 in the Moscone West Expo Hall in booth 221.
We’re also hosting a lunchtime table talk on Tuesday at 11:30 in Yerba Buena Gardens. We’ll have Five9 product managers leading a discussion about connecting Salesforce to your contact center. This will be a great session based on our experience with more than 160 organizations (such as Golf Channel, K13, American Support, Open English, Vendorin and Englishtown) that have an integrated Salesforce and Five9 system powering their contact center – Reserve your seat! Continue reading →
This year we are celebrating National Customer Service Week by recognizing some of our rock star employees, our latest customer service achievements, and all while having some good ol’ fun (hint: read on to learn about prizes you can win).
We consider all Five9 employees rock stars, but we’d like to recognize a few, who – according to our customers – went above and beyond to provide excellent customer experiences in 2014.
Not all agents are created equal; some new arrivals are beginning their careers, while others may be experienced agents. You’re going to onboard them differently, of course-but probably not on the first day.