Millennial Employee

Contact Center Technology and the Millennial Employee

Guest Post by Joanna Jones of Impact Learning Systems

As more and more Baby Boomers retire, the Millennials are quickly filling their places. There has been a lot written about the generational conflicts and opportunities within the workplace, and contact centers are among those industries affected. The Millennial generation, also known as Gen-Y, has by-and-large been given a bad rap. Some of it is deserved, but drill down and you find that many of the conflicts that plague the workplace have to do with rigid corporate cultures that cater to Gen-X and Baby Boomers and haven’t yet adapted to the ethos and working style of Gen-Y. Continue reading

Solar Sales

Solar Sales: Phone Calls Ring In Lower Customer Acquisition Costs

It’s increasingly costly and complicated to win a new solar customer in the U.S.

Source: Vivint Solar Q4, 2014 Earning Presentation
Source: Vivint Solar Q4, 2014 Earning Presentation

According to GTM research, it costs 49 cents per watt to acquire a customer in the U.S. or about $3,000 for the typical 6-kilowatt residential rooftop. Meanwhile, a report by Lawrence Berkeley Labs estimated a cost of less than 7 cents per watt in Germany. Marketing, advertising and sales made up the majority of the cost (41 cents) while system design accounted for 8 cents per watt.

Although GTM research predicts that acquisition costs will decline as installers embrace lower-cost lead generation strategies and more efficient technology platforms, near term competition may be causing costs to increase. Continue reading

The Evolution of the Contact Center

The Evolution of the Contact Center: Part 5 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 Five: The Next Generation Continue reading

The Evolution of the Contact Center

The Evolution of the Contact Center: Part 4 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 Four: Contact Centers 2.0 Continue reading

Evolution of the Contact Center

The Evolution of the Contact Center: Part 3 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 Three: Internet Expansion Continue reading

Mobile Leads

How Your Business Can Unleash High-value Web and Mobile Leads

As more consumers use smart phones to search for information while on the go, advertisers are embracing a new (old) way to connect with consumers by turning mobile searches and mobile ads into phone leads.

According to Google, 70% of all mobile searchers have called a business directly from search ads using Adwords click-to-call ads. Research firm BIA, estimates that mobile Continue reading

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