Customer Experience – Execution = Contact Center Hallucination

By Mayur Anadkat

Thomas Edison once said “a vision without execution is a hallucination,” and I couldn’t agree more. Was he referring to the contact center industry? Probably not, but it is no less a relevant thought. Since the dawn of contact centers, the vision for the industry has always been to build better bridges between the customer and the company. Continue reading


6 Critical Mistakes When Implementing a New Service Channel

Quality customer service plays a major part in keeping your audience satisfied and loyal to your brand, but phone support alone doesn’t cut it anymore. According to a recent study by ICMI, 74% of consumers use three or more channels while resolving their issues. When you implement a new service channel, there are six critical mistakes you need to avoid to ensure a high-quality customer experience. Continue reading


3 Tips for Reducing Churn in Your Call Center

Guest Post by Jodi Beuder of MHI Global

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover.

If your call center is staffed similarly to others around the country, then nearly 70% are of the Millennial generation (loosely defined as those between the ages of 18 to 34). While there are a lot of negative adjectives associated with the work ethic of this generation, most of them are unfounded when scrutinized. When examining the high-turnover rates associated with Millennial workers, often it is because
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Will Self-Service Eventually Replace the Live Agent?

By Liz Osborn

This article was originally published on ICMI here.

When it comes to customer service, as consumers, we can do a lot on our own thanks to the copious amounts of technology at our fingertips. In fact, most of us tend to prefer self-service to relying on a live connection to help us reach a solution. According to a recent consumer survey commissioned by Nuance Enterprise, 75 percent of respondents said self-service is a convenient way to address customer service issues. Just think about how much Continue reading


3 Training Tips for Contact Center Agents

Guest Post by Joanna Jones of MHI Global

Customers calling into your call center are likely doing so because they are unable to sort out a problem on their own, they require technical assistance or assistance is required to complete a transaction. No matter the reason they’re calling, when they do connect with an agent they expect representatives to be courteous, professional, and knowledgeable and provide quick resolution to their issue.

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information. Continue reading


7 Trends Impacting Contact Centers, Customer Service & Customer Experiences

This article was originally published on No Jitter, here.

Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages.

Smart organizations view their contact centers as their first lines of defense in the battle for consumer loyalty. In fact, 75% of companies recognize customer service as a competitive differentiator; yet, customer satisfaction levels are down for the fourth consecutive year (according to Dimension Data’s 2015 Global Contact Centre Benchmarking Report). Why is there such a gap between the strategy and execution?

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Dreamforce 2015

The event that takes over San Francisco streets, hotels, restaurants, and Uber cars is just over one week away, and we’re getting pretty excited about it. One of the groups at Five9 that gets the most jazzed about Dreamforce is our product management team. Why? Because Dreamforce gives them the chance to show off their pride and joy; the products that they work on relentlessly day in and day out. Continue reading


The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

In June 2015 Susan Hash of Contact Center Pipeline conducted a Q&A interview with our very own Liz Osborn. The topic? All things omnichannel. Last week we published the first part of the interview, covering top omnichannel challenges, how to get started, prioritizing contact channels, and what to measure. You can read part one here. Continue reading


The Omnichannel Contact Center: Q&A with Liz Osborn

The omnichannel contact center — How do you get there? What are the first steps? Where do you focus your resources? How do you measure it?

Liz Osborn, Five9 VP of Product & Solution Marketing, reviews these topics and more in her Q&A session with Susan Hash of Contact Center Pipeline. Continue reading