When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.
By Mike Perry, VP Telecommunications & Network Services
I’m taking a walk down memory lane and reflecting on what has changed since the early 2000’s began. Technology has boomed with iPods, social media, Bluetooth, cell phones, and much more. All of these technology trends have paved the way for the changes made over the years in the contact center industry.
By Mayur Anadkat, VP Product Marketing
This article was originally published on VMBlog, here.
2017 Brings the Death of the Contact Center, And the Engagement Center Emerges
The evolution of the customer experience industry is a fascinating movement. Admittedly, it’s been slower than what people have wanted or expected, but I believe that 2017 brings the next evolution of the contact centers — customer engagement centers. Continue reading
More and more of the modern world is running on cloud based technology. Compared to on-premise applications, the cloud offers many benefits, including state of the art infrastructure, lower capital expenses, automatic updates and the ability to scale to meet demand.
Guest post by Jeanne Bliss
Within my five-competency customer experience framework, I often call No. 1 – honor and manage customers as assets – the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean.
If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers. Do they compare this data monthly? Weekly? Annually? Can they contrast it with the value of lost customers?
By Mayur Anadkat, VP Product Marketing
A wise man once said, “A vision without execution is a hallucination.” That very wise man was Thomas Edison. The key words that stick out to me are vision and execution. Those are the magic words. Without those magic words (pun intended), an idea doesn’t evolve – never becoming more than that initial, basic thought. The execution part of a vision is something to be proud of; it shows true accomplishment.
By Gabrielle Targosz, Corporate Communications Specialist
“We are all here to ‘Uber-fy’ our business.”
That was the best line I heard last week. Everyone wants to be the disruptors in their space and be super successful doing so, just like Uber.
By Brian Schnack, Director of Product Management
IDC recently measured the sheer breadth of the Salesforce ecosystem, sharing the milestone achievements from customers and partners. As a proud partner and cloud leader, Five9 is ecstatic about this news.
The IDC report offers some mind-blowing stats related to the enormous size of future opportunities for cloud-based partnerships. For a company that was also born in the cloud, Five9 can most definitely relate: Continue reading
By Sabine Winterkamp, Senior Director of Marketing EMEA
At times, customer service can be a tough industry to be in. An agent can potentially listen to complaints all day, while acting calm and understanding.
Big e-commerce companies, such as Amazon, have raised the bar for customer service expectations. Everyone else is playing catch-up to keep up with these expectations. And when you are a representative on the other side it can be tough to handle a positive customer service situation if you aren’t given the right tools to succeed.
It’s that time of year again when the hotels, restaurants and Ubers surrounding Moscone Center are packed with Dreamforce goers. Each year Dreamforce is determined to out-do themselves with a bigger and better event than the last year. With the conference just one week away, we’ve included 7 tips for Dreamforce survival.