As 2016 is winding down and we reflect on the new year to come, Five9 would like to wish you a happy holiday season! In this time of reflection and gratitude we’d like to encourage a New Year’s resolution to keep in mind: Continue reading
By Kevin Gavin, CMO
This article was originally published on VMBlog, here.
Video Customer Service Turns Mainstream
As the modern customer increasingly feels empowered to communicate with brands via various channels like phone calls, texts, social media and more, the rise in video communication will become more mainstream. Just as social media brought on a new way to communicate with consumers, video will be a powerful tool to ease pain points in an easy and efficient manner. In 2017, more businesses will move to adopt video as the new normal in customer service or risk getting left behind. Continue reading
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.
By Mayur Anadkat, VP Product Marketing
We have all had the following experience: You call into a customer service line and an interactive voice response (IVR) guides you through options such as billing, customer support, or technical support by pressing numbers on a keypad. Once you’ve picked through the available options, the IVR then asks you for your name, your account number, and your social security number.
By Paul Thomas, Managing Director EMEA
Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.
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.
As we’ve discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position.
So how do you achieve better performance and higher productivity from your agents – to ultimately improve the customer experience? Continue reading
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.
By Liz Osborn
Companies with a reputation for excellent customer service become the gold standard that everyone measures themselves against, for example, Amazon.com and Virgin America. Their excellent service and the low effort required for customers to get answers sets them apart from their competitors and builds raving fans out of their customer base. Yet the needs of contact center agents in any industry — the very people responsible for nurturing the customer experience — are often overlooked. Continue reading
Guest Post by Joanna Jones of Impact Learning Systems
As more and more Baby Boomers retire, the Millennials are quickly filling their places. There has been a lot written about the generational conflicts and opportunities within the workplace, and contact centers are among those industries affected. The Millennial generation, also known as Gen-Y, has by-and-large been given a bad rap. Some of it is deserved, but drill down and you find that many of the conflicts that plague the workplace have to do with rigid corporate cultures that cater to Gen-X and Baby Boomers and haven’t yet adapted to the ethos and working style of Gen-Y. Continue reading