Category: Social Customer Care

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 4)

by Liz Osborn, vice president of product and solution marketing at Five9

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.

In case you missed them, catch up on part 1, part 2 and part 3.

Continue reading for trends #6 & #7: Continue reading

Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents.

Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice.

Here is a checklist of skills to look for when on the hunt for an effective super-agent: Continue reading

Interview with Five9 SVP of Social & Mobile, Lance Fried [VIDEO]

Lance Fried and TMCnet CEO, Rich Tehrani, talk Summer Release 2014; multichannel, Five9 Connect, and unified reporting and monitoring. Tehrani and Fried also discuss the power of social influence, prioritization, and the growth of social customer care.

Watch the video:

To learn more about the Five9 Summer Release:

Watch demonstrations of the new Summer Release 2014 Multichannel Applications, here.

Read what industry analysts Sheila McGee-Smith of McGee-Smith Analytics, and Dan Miller of Opus Research said about Five9 Summer Release, here.

Learn more about Five9 Connect, here.

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

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

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.

whatsnew_desktop

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