Five9 Blogs

Gain new perspectives on AI, Five9, CX, and cloud technology here on our blog. With new contact center and call center blogs, we continually offer industry guides and tools for customer experience to provide new insights to your customer service team.

A Critical Disconnect: If Customer Satisfaction Really Matters...

Employee Engagement

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. Recent research from ICMI indicates that customer satisfaction (CSAT) is the most important agent metric to contact center leaders, agents, and customers alike, BUT...

Liz Osborn

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

Customer/Digital Engagement

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.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

4 Tips for Diffusing Customer Anger

Guest Post by Joanna Jones of MHI Global. Contact center agents often take the brunt of angry customer interactions. As self-serve options become increasingly common, the reasons behind a customer communicating through phone or chat are changing. What this means for the contact center is...

Five9

How to Prepare Your Organization for Cloud

Cloud

Realizing the benefits of cloud is one thing, but getting your organization ready for it is another. Here are 4 tips to help you determine what to focus on when preparing your organization for the cloud:

Liz Osborn

Who Are Today's Contact Center Agents?

Employee Engagement

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.

Five9

If all you have is two cans and a string, how can you create a great customer experience?

Employee Engagement

It's all about the tools you have on hand to do the job well. It's the same with contact center agents. If they are given complicated screens with incomplete information and outdated technology, how can they be expected to provide an excellent customer experience?

Liz Osborn

3 Reasons Why Customer Satisfaction Starts With The Agent Experience

Employee Engagement

As a contact center manager, you’re always seeking to balance two separate factors: You want your agents to provide a superior customer experience, and you want them to perform as cost-effectively as possible. With these twin goals in mind, you probably monitor such metrics as first-call resolution and average call handling time. The fact is, however, that the most important basis for both customer satisfaction (CSAT) and agent performance is the general well-being of your contact center agents. A recent ICMI study shows:

Mayur Anadkat

Five9 Blogs

A Critical Disconnect: If Customer Satisfaction Really Matters...

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

4 Tips for Diffusing Customer Anger

How to Prepare Your Organization for Cloud

Who Are Today's Contact Center Agents?

If all you have is two cans and a string, how can you create a great customer experience?

3 Reasons Why Customer Satisfaction Starts With The Agent Experience

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