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

What’s Your Contact Center’s Path? [INFOGRAPHIC]

For contact centers, there are two well-traveled paths into the world of efficient, effective customer engagement. There’s the outbound path, and the inbound path. You might travel one, the other, or both.

Follow the infographic guide below to find your way through Contact Center Depot and discover new opportunities to do things better, and find tools that can help.

Click image to enlarge, or click here to download your own copy of the Yes You Can! INFOGRAPHIC Guide.

Yes_You_Can

Looking for more helpful guides?
Download 7 best practices and 10 powerful tools that organizations can use to grow faster.

2014 Software Advice BuyerView Call Center Software Report

Every year, Software Advice talks with thousands of buyers searching for call center software, many of which find them on the web. These conversations provide unparalleled insight into the needs of call centers and the industries that use them.

Software Advice recently analyzed a random selection of 385 of these interactions to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key Findings: Continue reading

Six Things Millennials Expect from their Customer Service Experience

Millennials

The generation born between the early 1980s and early 2000s is larger than the Baby Boomers’ generation. This generation is expected to have a lot of economic clout in the marketplace, and just like the Baby Boomers, the millennial generation knows that they have the power to affect the way corporations do business.

Understanding this generation will be essential if you want your company to grow and prosper. The same customer service tactics that you would use on Baby Boomers may not work on Millennials, which is a concern among customer service professionals. Continue reading

Top Benefits of Cloud-Based ACDs and Dialers

Clouds

By Donna Fluss, founder and President of DMG Consulting LLC

Prospects looking for a contact center solution, be it an inbound automatic call distributor (ACD) or an outbound dialer, should undertake a classic selection process. At a high level, this includes defining business needs, drafting a request for proposal (RFP) document, identifying vendors that meet these needs, issuing the RFP, selecting an ideal partner, and negotiating the best possible deal. Continue reading

Five9 Connect: What is it and how does it work?

Five9 Connect copyToday, one of the keys to increasing efficiency in an inbound multichannel contact center is to focus on truly understanding what is important and actionable.  This understanding gives contact centers the ability to prioritize, route and assign requests in an intelligent manner to resolve issues quicker and improve conversion rates. Continue reading

Widespread Industry Analyst Praise for The Five9 Summer Release 2014

Last week we launched the latest version of our multichannel cloud contact center software, announcing four new native multichannel applications (email, chat, social, and mobile) as well as an intelligent technology layer called Five9 Connect.  Read more about the release and see what else is new.

The Five9 Summer Release 2014 received accolades from numerous contact center industry experts, for example:

Keith Dawson, principal analyst, Ovum 

Keith Dawson

“The tendency of customers to gravitate towards complex multichannel interactions makes it more important than ever for service providers like Five9 to provide a clean, simple way for enterprises to manage those interactions. With Five9 Connect and the other enhancements Continue reading

Why Brands Struggle to Care for the Connected Consumer [SLIDESHARE]

Consumers are now more connected and more demanding than ever before.

As highlighted in the presentation below, 86% of surveyed consumers reported that they would be more satisfied if offered their channel of preference and half would move to a competitor that did offer their preferred channel.

Meanwhile, brands increasingly realize the importance of engaging with consumers not only through 800 numbers but also through social, mobile, email, chat and self-service channels.

However, the increasing complexity of dealing with so many customers across so many channels has presented brands with a wide variety of new obstacles.

Please take a look at the presentation below to learn more about the survey findings in addition to key challenges organizations face when attempting offer multichannel customer care.

Tweet This: Why Brands Struggle to Care for the #ConnectedConsumer [SLIDESHARE] via @Five9 http://bit.ly/1pl3ZFU #multichannel #cloud #cctr

I also encourage you to register for our webinar on June 18th, to find out how the Five9 Summer Release can help you overcome many of the challenges highlighted in this presentation.

Announcing Email, Chat, Social, and Mobile Capabilities Powered by Five9 Connect [VIDEO]

Today, we are very pleased to announce the Five9 2014 Summer Release, which delivers an innovative approach to multichannel cloud contact center software.

Included in this release are native multichannel applications that support email, chat, social and mobile interactions. These new applications are powered by Five9 Connect, a unique intelligent technology layer, which includes an advanced Natural Language Processing (NLP) engine to filter and categorize interactions, eliminate spam and determine sentiment; business rules and routing engine that prioritizes and routes interactions based on business policies and needs; and agent assistance tools to help agents quickly resolve issues.

Watch the overview video below to see what’s new:

What does this mean for you?

Improve Customer Engagements With Intelligent Multichannel Capabilities

With the Summer Release, Five9 is delivering an integrated multichannel agent desktop that allows agents to engage with customers across all channels from one easy-to-use desktop. The new multichannel desktop includes social, mobile, chat, and email, in addition to traditional inbound, outbound and blended voice capabilities.

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Why is the Summer Release innovative? 

Powered by Five9 Connect

The new multichannel capabilities are powered by a unique set of technologies called Five9 Connect. It helps contact centers understand what’s important, relevant and trending; decide how to prioritize, route and assign requests; and quickly resolve issues and improve conversion rates. This allows contact centers to focus their resources on high priority interactions, eliminate wasted time and helps them achieve better business results.

Five9 Connect copy

What else?

This release gives more control and flexibility for managers with customizable real-time Supervisor Dashboards, a robust Supervisor iPad App, enhanced multichannel reporting with options for a variety of charts to visual data, and more.

To get the full rundown of what’s new, read the News Release or see what’s new on our website.

To see live demonstrations and a complete overview of the new offerings, register for the upcoming Five9 Summer Release webinar.

Tweet This: Today @Five9 introduces innovative Five9 Connect, #multichannel capabilities & platform enhancements for #cloud #cctr http://bit.ly/1oNRxwC