Contact Center Evolution Part Two

The Evolution of the Contact Center: Part 2 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part Two: Technology Evolves Continue reading

TCPA

Optimize Your Outbound Dialing by Complying with TCPA

1.3 million agents in North America make outbound calls for telemarketing, proactive customer service or collections. In recent years, stringent regulatory requirements have made it increasingly challenging for contact centers to engage in outbound dialing activities.

A new study conducted by Wakefield Research shows how consumers really feel about being contacted by solicitors. Continue reading

The Evolution of the Contact Center

The Evolution of the Contact Center: Part 1 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part One: Early Communications Continue reading

Delivering Excellent Customer Service through Mobile Apps

Delivering Excellent Customer Service through Mobile Apps

Guest Post by Joanna Jones of Impact Learning Systems

We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that when creating CR solutions that are tailored to mobile, companies have the opportunity to create platforms that are well thought out and customized to how users expect to interact with a brand or product. The bad news is that many companies have Continue reading

Contact Center

A Multichannel World Raises The Stakes For Contact Centers

This article was originally posted on InsuranceNewsNet.Com by Cyril Tuohy. You can find it here.

Financial services industry leaders say that in the next five years, contact center agents will be expected to service more complex inquiries and manage more efficient selling techniques.

Suddenly, the stakes surrounding the importance of the contact center Continue reading

Big Data

Using Big Data to Improve Call Routing in Customer Service — 2015 Software Advice IndustryView

Nowadays, call centers are using more sophisticated big data techniques to determine which agents should handle which customers based on that person’s individual preferences.

In this report, call center comparison review company, Software Advice, examined advanced call routing techniques to help businesses find opportunities to refine their own call center routing to improve customer service outcomes.

Here’s what they found: Continue reading

TCPA

Tackling TCPA: Learn How to Dial with Confidence

For contact centers doing outbound dialing, the Telephone Consumer Protection Act (TCPA) creates a unique set of challenges. It is important for businesses placing outbound calls to understand the regulatory requirements and the risks those requirements pose to their business if specific dialing policies are not followed.

In this webinar, presenters Ken Sponsler, VP and GM of Compliance Point, Lauri Mazzuchetti, Managing Partner of Kelley Drye and Warren LLP, and Chuck Neumann, Product Manager of Outbound SMB at Five9, discuss and answer detailed questions around the regulations and specific legal risks that outbound calling operations face under TCPA.

Watch the webinar recording below to learn about: Continue reading

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 4)

by Liz Osborn, vice president of product and solution marketing at Five9

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.

In case you missed them, catch up on part 1, part 2 and part 3.

Continue reading for trends #6 & #7: Continue reading

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 3)

by Liz Osborn, vice president of product and solution marketing at Five9

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.

Catch up on part 1 and part 2 to read trends 1 through 3.

Here are trends #4 & #5:
Continue reading