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

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 2)

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 it, click here to read part 1 of the series.

Continue reading to learn about trends #2 & #3: Continue reading

Moving to the Cloud: How Contact Center Outsourcers Can Save Time and Money While Improving Agent Productivity

American Support, a US-based contact center outsourcer, initially employed an on-premise contact center system for outbound calls and a cloud solution for inbound calls. In this video, Matt Zemon, President & CEO of American Support, describes how moving to a single, blended cloud solution from Five9 saved the company time and money while improving agent productivity, post-call processes, and capacity for future innovation. Continue reading

Future of the Contact Center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 1)

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

There is no doubt that we’re in the midst of a sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior, making it more difficult for brands to acquire new customers and earn their loyalty.

Many organizations consider their contact center to be their first line of defense in the battle for consumer loyalty. In fact, the Deloitte 2013 survey of contact centers found that 62 percent of organizations view customer experience, provided through contact centers, as a competitive differentiator. Continue reading

head in the clouds

Why Keeping Your Head in the Cloud is a Good Thing

Best practices on operating a global cloud data center from a veteran IT operations executive

This article originally appeared on Telecom Reseller, here.Scott Welch

by Scott Welch, EVP of Cloud Operations, Five9

As cloud technologies continue to flourish and replace older, on-premises solutions, it is important for cloud vendors to recognize the necessity of ensuring smooth and seamless operations. When companies trust their cloud vendor to shoulder the responsibility of running their enterprise applications, the expectation is that the vendor can do it better than the business can do themselves. This means cloud vendors need to have the right team, technology, process and procedures in place to provide continuous access and meet service level agreements. Continue reading

customer service smile

The Rise of Outcome-Based Pricing for Contact Center Outsourcers (BPOs)

Customers want answers, and, increasingly, they are asking more complicated questions using a variety of devices. Over the past 10 years, the demand for multichannel support (via email, chat, social, phone and text) has surged as customers have incorporated the latest technological options into their daily lives. Basic customer care now often requires more qualified agents who can solve complex problems, along with robust contact center software that can support multiple communication channels.

In response, contact center outsourcers have been increasingly turning to remote and at-home agents. Contact center outsourcers are striving to differentiate themselves based on their ability to hire and retain the most highly skilled workforce in the customer care field. Managing this workforce has traditionally been a challenge, but outcome-based reporting has shown a great deal of promise in removing much of the uncertainty. Continue reading

cloud contact center software

5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

Businesses know that superior customer service translates into higher customer retention. Faced with the significant resources required to offer high quality customer service, businesses often turn to contact center outsourcers to help them navigate the technical and staffing challenges associated with the delivery of great customer service.

With a unique business model, contact center outsourcers greatly benefit from leveraging Continue reading