Tagged: agent efficiency

Leading Online English Language School Gives Five9 an A+

By Liz Pedro, Customer Advocacy Director

Founded in 1996, Englishtown is the world’s leading online English language school that provides courses to 20 million students in 80 countries. The company’s 300 seat contact center located in Monterrey, Mexico handles more than 500,000 inbound/outbound calls per month. Continue reading

3 Ways To Show Your Agents Some Love on Valentine’s Day

By Gabrielle Targosz, Corporate Communications Specialist

It’s almost Valentine’s Day, a time where friends, family, and loved ones put extra thought into showing how they care about you. February 14th doesn’t have to be a romantic day; it can be a day where you impress your work colleagues with a thoughtful gesture. So why not take the step and show some love in your contact center?

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The Do’s and Don’ts of Adding New Channels to Your Contact Center

By Mayur Anadkat, VP Product Marketing

It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that? As a contact center leader you have questions about each of these channels. How do each of these channels improve the business? How will these channels help my agents? Will they help my agents? At the end of the day, you want to look back and be confident you made the right decision about the addition to your contact center.

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A Successful Customer Service Strategy in 2017 Starts and Ends With the Consumer

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

Stand Up To Cancer – How it All Works

By Mayur Anadkat, VP Product Marketing

One in two men & one in three women in the U.S. will be diagnosed with cancer in their lifetime.

That is a statistic that cannot be ignored. More often than not, people can relate to cancer in some form or another. Everyone has a reason to give back.

Stand Up To Cancer (SU2C) is initiating the acceleration in innovative cancer research to bring new treatments to patients faster, and saving lives now. Tonight (Friday, Sept 9 at 8|7c) this amazing organization is hosting a live, commercial-free fundraising telecast to support cancer research with Tom Hanks as host. To call this event massive is an understatement. The results are groundbreaking as everyone, including celebrities such as Elton John, George Clooney, and Bradley Cooper to name a few, get behind this, act as agents to take pledges and support the mission that all cancer patients become cancer survivors.

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The Challenge & Solution for Next Generation Customer Service

By Sabine Winterkamp, Senior Director of Marketing EMEA

The contact centre market is undergoing a major evolution. Moving from complex, legacy, on-premise, multi-vendor technologies to easy to use, all-in-one solutions in the cloud. These cloud-based solutions are delivering the same capabilities and functionalities as traditional on-premise solutions – with a lot of additional advantages and fewer investments.

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Retaining Customers Can Be Simpler (And More Valuable) Than You Think

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat, VP Product Marketing

Sally is irritated. She has enjoyed in-store shopping from her favorite department store for years, but she is finally ready to explore online shopping. While more and more people are motivated to shop online due to no crowds, variety and lower prices, Sally found that her experience as an online customer took a complete 180 since making the shift.

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The Importance That “Point of Record” Brings When Integrated Within the Contact Centre

By Paul Thomas, Managing Director EMEA

In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.

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Why Agents Hate Coming to Work

Guest Post by Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics

It’s amazing how many jobs I had as a student that prepared me for life as a contact center analyst. One was international operator for AT&T. There was a lot of manual dialing, typically punching in up to 15 or 20 digits. It could be quite frustrating trying to find information for a customer, which often involved flipping through pages of manuals and little handwritten notes.

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