istock_000089464199_medium.jpg

7 Reasons Why Europe is Ready for the Cloud

By Paul Thomas, Managing Director EMEA

Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.

Continue reading

istock_000073670301_medium.jpg

Private Twitter Messages Won’t Eliminate the Contact Center

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat

Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.

Continue reading

istock_000056669402_medium.jpg

Why Agents Hate Coming to Work

Guest Post by Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics

It’s amazing how many jobs I had as a student that prepared me for life as a contact center analyst. One was international operator for AT&T. There was a lot of manual dialing, typically punching in up to 15 or 20 digits. It could be quite frustrating trying to find information for a customer, which often involved flipping through pages of manuals and little handwritten notes.

Continue reading

istock_000020052176_medium.jpg

3 Changes Made in the Customer Lifecycle

By Mike Crane, EVP of Services

Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.

Continue reading

istock_000017973044_medium.jpg

The Rise of Remote Contact Center Agents

By Mayur Anadkat

More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.

Continue reading

Colleagues are come to common decision

3 Questions to Ask Before Partnering With That Company

By Walt Rossi, Vice President Business Development

I have led many business development teams over the years and what I have learned is that there are three main reasons to partner with a company, and three questions to ask, every single time.

Companies create strong ecosystems to address a challenge that they could not solve on their own. The majority of those challenges fall into one of three categories:

Continue reading

istock_000083215159_medium.jpg

How Do You Know If a Channel Partner Program is Right For You?

By Wendell Black, VP of Channels

I’m thrilled to announce that Five9 recently expanded the company’s channel partner program. In light of this, I thought it might be helpful to provide more detail on the types of programs typically available and include examples of what we are doing here at Five9.

Continue reading

istock_000075310707_medium.jpg

The Future of Services: 3 Key Trends in 2016 Contact Center Technology

By Mike Crane, EVP of Services

With 2016 beginning, it’s that time of year to reflect on how far we have come but also prepare for what lies ahead. Significant improvements lie ahead for the contact center industry including focus on the agent experience, shifts in corporate business roles, and the strength of remote service. Three key industry trends we see evolving from a Services’ standpoint in the coming year include:

Continue reading

istock_000074101877_medium.jpg

Holiday Travel Simplified with Agent Empowerment

By: Mayur Anadkat

As many of you will be traveling this holiday season, I’m sure you can relate to this. I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite. So here’s what happened…

Continue reading

istock_000075423381_medium.jpg

Predictions for 2016 in the World of Customer Engagement & Loyalty Marketing

This article was originally published on Loyalty360, here.

By Jim Tierney, Loyalty360

It’s never too early for 2016 predictions that could impact customer engagement, customer loyalty, and the loyalty marketing world as a whole.

Mayur Anadkat, Vice President of Product Marketing for Five9, a contact center software company, shared his thoughts and predictions for 2016 with Loyalty360.

Here they are:

Marketing and technology operations will finally collaborate to improve the customer experience Continue reading