Coaching Agents

7 Best Practices for Coaching Contact Center Agents

So you’ve hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good.

But business (and agents) can always get better–and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you–from your agents to those folks in the boardroom.

It’s important to remember, coaching is different from training (or re-training). It’s about helping agents apply skills and knowledge they already have in their bag of tricks.

Here are 7 tips to consider when looking to improve your agent coaching strategy: Continue reading

Dreamforce is Here

Dreamforce is Here

Today kicks off Dreamforce, Salesforce.com’s event that combines rock concerts, philanthropy, politics and technology… there is no other event like it. The entire city of San Francisco is taken over by Dreamforce attendees, and we are excited to be part of the action. At Dreamforce you can find Five9 in the Moscone West Expo Hall in booth 221.

We’re also hosting a lunchtime table talk on Tuesday at 11:30 in Yerba Buena Gardens. We’ll have Five9 product managers leading a discussion about connecting Salesforce to your contact center. This will be a great session based on our experience with more than 160 organizations (such as Golf Channel, K13, American Support, Open English, Vendorin and Englishtown) that have an integrated Salesforce and Five9 system powering their contact center – Reserve your seat! Continue reading

Customer Service Week

Happy National Customer Service Week from Five9!

This year we are celebrating National Customer Service Week by recognizing some of our rock star employees, our latest customer service achievements, and all while having some good ol’ fun (hint: read on to learn about prizes you can win).

Employee Spotlight

We consider all Five9 employees rock stars, but we’d like to recognize a few, who – according to our customers – went above and beyond to provide excellent customer experiences in 2014.

Words from our Customers: Continue reading

Onboarding Agents

Onboarding Contact Center Agents: DAY ONE [CHECKLIST]

Not all agents are created equal; some new arrivals are beginning their careers, while others may be experienced agents. You’re going to onboard them differently, of course-but probably not on the first day.

Why is onboarding such a big deal?

Getting agents off to the right start has many advantages: Continue reading

Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:

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Five9 at Dreamforce

Dreamforce 2014 Survival Guide

Dreamforce is just around the corner! To help you prepare for your trip and get the most out of #DF14, here are several tips for a successful Dreamforce:

Before You Leave [CHECKLIST]

  1. Use the agenda builder on the Dreamforce website to ensure you are registered for every session you want to attend (check out our suggested agenda)
  2. Download the map of the conference center, both hard and soft copy will be useful
  3. Pack a sweater, San Francisco weather can change quickly and layering is the best approach
  4. Bring a bunch of business cards, it sounds old-school but you will use more than you expect
  5. Make a list of the sponsors and exhibitors you want to check out, include their location and booth number
  6. Make sure you know how registration works, you don’t want to waste time your first day with check-in challenges
  7. Set up an Uber account before you leave, this is the easiest way to get around San Francisco
  8. Don’t forget your device chargers and make sure to set your out of office reply
  9. Listen to a lot of Bruno Mars so you are ready to rock out at the Dreamforce Gala

While You’re at the Event [CHECKLIST] Continue reading

4 Ways Cloud Technology Helps Contact Centers Leverage Quality Talent, Anywhere

working-remotely

Great agents are everywhere. Well, almost. And that’s important, because, not long ago, the only good candidate was a local one. Contact centers were places where agents came to work–the work couldn’t come to them.

Today, technology advances have changed all that Continue reading

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