Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:

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Five9 at Dreamforce

Dreamforce 2014 Survival Guide

Dreamforce is just around the corner! To help you prepare for your trip and get the most out of #DF14, here are several tips for a successful Dreamforce:

Before You Leave [CHECKLIST]

  1. Use the agenda builder on the Dreamforce website to ensure you are registered for every session you want to attend (check out our suggested agenda)
  2. Download the map of the conference center, both hard and soft copy will be useful
  3. Pack a sweater, San Francisco weather can change quickly and layering is the best approach
  4. Bring a bunch of business cards, it sounds old-school but you will use more than you expect
  5. Make a list of the sponsors and exhibitors you want to check out, include their location and booth number
  6. Make sure you know how registration works, you don’t want to waste time your first day with check-in challenges
  7. Set up an Uber account before you leave, this is the easiest way to get around San Francisco
  8. Don’t forget your device chargers and make sure to set your out of office reply
  9. Listen to a lot of Bruno Mars so you are ready to rock out at the Dreamforce Gala

While You’re at the Event [CHECKLIST] Continue reading

4 Ways Cloud Technology Helps Contact Centers Leverage Quality Talent, Anywhere

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Great agents are everywhere. Well, almost. And that’s important, because, not long ago, the only good candidate was a local one. Contact centers were places where agents came to work–the work couldn’t come to them.

Today, technology advances have changed all that Continue reading

Exclusive Preview: The Multichannel Agent Challenge #FollowMeOnTweeter

Windy and Carl are back at it again! This time they’ve realized their contact centers need to be as connected as their customers – but Windy and Carl seem to have different understandings of what being “connected” really means.

Watch the exclusive sneak peek trailer:

Check out the full episode to see Windy and Carl’s attempts at executing a multichannel strategy.

Get the Video eBook Guide Practical/Tactical: A Guide to Maximizing Agent Efficiency:

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Five9 Employees Go Above and Beyond

Five9 Employees Go Above and BeyondFive9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry. We’d like to congratulate Nick Delis, regional vice president of enterprise sales; Todd Eby, vice president of professional services; and Richard Dumas, director of product and solution marketing, for their recent recognition as contact center and customer care experts. These exemplary employees have made it their personal ambitions to strive for excellence, and contribute to a better customer engagement industry.

NickDellisNick Delis
Regional Vice President, Enterprise Sales

With more than 25 years of experience in the telecommunications industry Continue reading

Interview with Five9 SVP of Social & Mobile, Lance Fried [VIDEO]

Lance Fried and TMCnet CEO, Rich Tehrani, talk Summer Release 2014; multichannel, Five9 Connect, and unified reporting and monitoring. Tehrani and Fried also discuss the power of social influence, prioritization, and the growth of social customer care.

Watch the video:

To learn more about the Five9 Summer Release:

Watch demonstrations of the new Summer Release 2014 Multichannel Applications, here.

Read what industry analysts Sheila McGee-Smith of McGee-Smith Analytics, and Dan Miller of Opus Research said about Five9 Summer Release, here.

Learn more about Five9 Connect, here.

One App, Multiple Channels: The Holy Grail

This article was originally posted on No Jitter, here.

We explore best practices in the orchestration of disparate customer contact channels on mobile apps.

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Customer service executives constantly hone contact center best practices to produce a superior customer service experience. Today, practitioners are faced with even more complexity by being able to call, email and chat on a single device. But smartphone apps that include all communication channel options, within the app itself, are rare. Here we explore best practices in the orchestration of these disparate channels. Continue reading

Top 4 Cloud Software Myths, Debunked

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There is no denying that cloud computing is one of the hottest trends in the tech industry. While incredibly popular, the cloud is still fairly new. The move from “old school” on-premise computing to the “new school” cloud is a significant shift that naturally comes with a certain amount of anxiety and uncertainty.

Let’s start by reminding ourselves of the significant advantages the cloud offers, it: Continue reading

The Ultimate Guide to Customer Service Phone Etiquette

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When it comes to being a professional customer service representative on the phone, there are certain beliefs that, if held true, will provide a better customer experience. Believing that the customer is always right, or that you can actually hear a smile over the phone, are just a couple examples that come to mind. Continue reading