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

Tips for Staffing a Multichannel Contact Center [SUCCESS STORY] & [SLIDESHARE]

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Meeting the needs of today’s connected consumer hinges on the ability to engage on the consumer’s channel of choice whether it’s phone, chat, email or social media. Rising to this occasion first requires offering multiple communication channels, which then requires having the proper technology and agents with the right skill sets to communicate on a variety of channels.

When it comes to staffing a multichannel contact center, there are two main paths you can go down; Continue reading

Four Major Don’ts of Customer Service

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When it comes to good customer service, it can often be easier to explain what not to do as opposed to spending hours explaining how to do it right. After years of observing customer service in a professional and personal capacity, I’ve identified four of the biggest mistakes made by service organizations.

These are things that you should never do when engaging with a customer; under no circumstances are they acceptable.

Continue reading

Anatomy of a Great Call Center Employee [INFOGRAPHIC]

It can be tough finding and hiring good call center employees, but the first step is to know what to look for. This infographic by TeleTech does a nice job of outlining the qualities of a great call center employee.

You can view TeleTech’s original post, including this infographic here.

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Want to see more contact center infographics? Check out our Infographic Gallery

What’s Your Contact Center’s Path? [INFOGRAPHIC]

For contact centers, there are two well-traveled paths into the world of efficient, effective customer engagement. There’s the outbound path, and the inbound path. You might travel one, the other, or both.

Follow the infographic guide below to find your way through Contact Center Depot and discover new opportunities to do things better, and find tools that can help.

Click image to enlarge, or click here to download your own copy of the Yes You Can! INFOGRAPHIC Guide.

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Looking for more helpful guides?
Download 7 best practices and 10 powerful tools that organizations can use to grow faster.

2014 Software Advice BuyerView Call Center Software Report

Every year, Software Advice talks with thousands of buyers searching for call center software, many of which find them on the web. These conversations provide unparalleled insight into the needs of call centers and the industries that use them.

Software Advice recently analyzed a random selection of 385 of these interactions to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key Findings: Continue reading

Six Things Millennials Expect from their Customer Service Experience

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The generation born between the early 1980s and early 2000s is larger than the Baby Boomers’ generation. This generation is expected to have a lot of economic clout in the marketplace, and just like the Baby Boomers, the millennial generation knows that they have the power to affect the way corporations do business.

Understanding this generation will be essential if you want your company to grow and prosper. The same customer service tactics that you would use on Baby Boomers may not work on Millennials, which is a concern among customer service professionals. Continue reading