Tagged: agent productivity

3 Businesses That Said Goodbye To Their Legacy Solutions

By Liz Pedro, Customer Advocacy Director

It’s the first day of spring and that means it’s time to do spring cleaning. One of the things you probably want to look at first is your contact center. Of the 15.8 million contact center agents around the world, 90% of these agents are operating on legacy, premise-based solutions. Continue reading

A Look Back on Contact Center Technology

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.

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Five9 and Zendesk Are Serving Up a Cup of Awesome Customer Experience

By Teresa Dodson, Sr. Manager Channel and Partner Marketing

‘Tis the season! The weather is cold and the drinks are warm. Five9 and Zendesk are here to help, brewing up a cup of awesome customer experience.

Five9 and Zendesk are combining forces to deliver an integrated solution that enables our joint customers to provide personalized and productive interactions with their customers. The expanded partnership combines the leading cloud contact center solution provided by Five9 with the advanced customer service platform provided by Zendesk. Together we help contact center agents deliver a personalized experience to their consumers. Happy consumers that have their issues addressed quickly are likely to turn into happy loyal brand consumers.

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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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The Rise of Remote Contact Center Agents

By Mayur Anadkat

More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.

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3 Tips for Reducing Churn in Your Call Center

Guest Post by Jodi Beuder of MHI Global

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover.

If your call center is staffed similarly to others around the country, then nearly 70% are of the Millennial generation (loosely defined as those between the ages of 18 to 34). While there are a lot of negative adjectives associated with the work ethic of this generation, most of them are unfounded when scrutinized. When examining the high-turnover rates associated with Millennial workers, often it is because
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Will Self-Service Eventually Replace the Live Agent?

By Liz Osborn

This article was originally published on ICMI here.

When it comes to customer service, as consumers, we can do a lot on our own thanks to the copious amounts of technology at our fingertips. In fact, most of us tend to prefer self-service to relying on a live connection to help us reach a solution. According to a recent consumer survey commissioned by Nuance Enterprise, 75 percent of respondents said self-service is a convenient way to address customer service issues. Just think about how much Continue reading

3 Training Tips for Contact Center Agents

Guest Post by Joanna Jones of MHI Global

Customers calling into your call center are likely doing so because they are unable to sort out a problem on their own, they require technical assistance or assistance is required to complete a transaction. No matter the reason they’re calling, when they do connect with an agent they expect representatives to be courteous, professional, and knowledgeable and provide quick resolution to their issue.

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information. Continue reading

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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