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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

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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

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What Contact Center Agents Wish You Knew

This post was originally published on the Adrian Swinscoe blog here.

By Liz Osborn, VP, Product and Solution Marketing

We’ve all heard those awful customer service stories, where contact center agents fly off the handle and manage a situation poorly. The end result is often catastrophic and has lasting effects, thanks to the prevalence of social media where everyone has a public megaphone to broadcast bad experiences. So it is no surprise that a recent ICMI survey found that contact center agents have the greatest potential to affect the customer experience.
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4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

As we’ve discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position.

So how do you achieve better performance and higher productivity from your agents – to ultimately improve the customer experience? Continue reading

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3 Questions to Consider Before Asking Agents to Up-sell

Guest Post by Joanna Jones of MHI Global

Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for Continue reading

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A Critical Disconnect: If Customer Satisfaction Really Matters…

By Liz Osborn

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Most contact center leaders have caught on Continue reading

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The value of having top-notch behind the scene tools in your contact center

As customers continue to demand higher quality service interactions, the contact center agent has had to step up to the challenge. But is the technology behind the scenes promoting improvements, or hindering the entire process? Continue reading

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How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Guest Post by Joanna Jones of MHI Global

With customer service trends changing at lightning speed it is sometimes easy to miss the straight forward task of delivering excellent customer experiences. Take for instance call-back systems. It doesn’t matter how much money is invested in infrastructure and training agents if your customers are abandoning their calls out of frustration because of long wait times. Continue reading

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A look inside Five9: The people and technology that created a high performing sales development team

Selling is never easy. Inside salespeople must chase after prospects day after day while they deal with frequent rejection and even mind-numbing repetition.

In this blog, you will read first hand, how our very own sales development team became a high-performing unit by leveraging the right people and technology.
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