Exclusive Preview: The Multichannel Agent Challenge #FollowMeOnTweeter

Windy and Carl are back at it again! This time they’ve realized their contact centers need to be as connected as their customers – but Windy and Carl seem to have different understandings of what being “connected” really means.

Watch the exclusive sneak peek trailer:

Check out the full episode to see Windy and Carl’s attempts at executing a multichannel strategy.

Get the Video eBook Guide Practical/Tactical: A Guide to Maximizing Agent Efficiency:

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Five9 Employees Go Above and Beyond

Five9 Employees Go Above and BeyondFive9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry. We’d like to congratulate Nick Delis, regional vice president of enterprise sales; Todd Eby, vice president of professional services; and Richard Dumas, director of product and solution marketing, for their recent recognition as contact center and customer care experts. These exemplary employees have made it their personal ambitions to strive for excellence, and contribute to a better customer engagement industry.

NickDellisNick Delis
Regional Vice President, Enterprise Sales

With more than 25 years of experience in the telecommunications industry Continue reading

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