Why the Next Call Center Agent You Speak to May Be Wearing Pajamas

CCTR_AgentParts of this post were originally posted on WIRED Innovation Insights in a two part series here and here.

On a warm spring evening, Colleen tucked her two young children into bed, and prepared to go back to work for the second time of the day. Thankfully, she didn’t have to get dressed and drive to an office to get down to business. She simply turned on her computer, put on her headset and began taking calls for her job as a contact center agent. Colleen is one of a growing number of “virtual agents” who work from home. 

Colleen’s story is just one example of how remote work is taking off. Contact centers are racing to deploy work-at-home programs in an effort to hire and retain more qualified staff, reduce real-estate costs and improve agent productivity.  Plus, the adoption of mobile, social and cloud technologies is accelerating the move toward remote work. Continue reading

Five9 in Action: Food Bank of Contra Costa & Solano

Five9 supports our employees giving back to the community. One of the organizations we work closely with is the Food Bank of Contra Costa & Solano. Last year, many of our employees helped them sort and package donated food and we did it again last month. For over 35 years the Food Bank has worked to reduce food waste, feed hungry people, and raise public awareness of issues related to food and hunger. Scroll down to see Five9 in action and to learn more about Food Bank of Contra Costa & Solano.

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These Five Businesses Are Getting Customer Service Right

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Getting customer service right isn’t an easy task. Here are five businesses that are doing it very well; there are lessons to be learned from each:

Netflix

Netflix customer service representatives are incredibly empowered when it comes to interacting with customers. Some Netflix customer service associates will even go so far as to assume a Star Trek persona to put customers at ease. The company has learned that effective communication with customers is not always done in a purely professional manner; sometimes customers just want to have fun, even when they are reporting a problem. Continue reading

Episode 1: Windy & Carl Go Head-to-head [VIDEO]

Let the Contact Center Showdown Commence! 

Debuting on browsers across the globe, “Success Calls…(and Emails, Tweets & Chats)” chronicles a tale that almost any contact center professional can relate to: the ubiquitous headsets show the contact center from a whole new perspective.

Meet Windy and Carl, they don’t exactly have the same outlook on their career choices.


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