Tagged: call center

How To Build Seamless Cloud Operations – Interview with Scott Welch, EVP of Cloud Operations

This article was originally published by Virtual Strategy Magazine

As companies move towards replacing their on-premise solutions with cloud technologies, it is essential for cloud vendors to run a seamless operation. In order to do so, cloud vendors need to have a team of skilled professionals, operational processes and best practices to run smoothly. Based on experience from running cloud solutions for over ten years, Scott Welch shares his tips on seamless cloud operations.

VSM: What type of people should be a part of your cloud operations team?

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4 Easy Ways to Increase Contact Center Agent Performance

Whether your contact center handles inbound calls, outbound calls, or both, managing it is a difficult and hectic job. You can have the most up-to-date CRM system and technology, but if you have agent performance issues, the customer experience will undoubtably suffer — and if agents are unhappy, it can increase customer churn and hurt the bottom line. Fortunately, these issues are correctable. With a little work, you can increase your call center agent performance.

Here are 4 easy ways to get your agents reaching their full potential: Continue reading

The Evolution of the Contact Center: Part 5 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part Five: The Next Generation Continue reading

Contact Center Evolution Part Two

The Evolution of the Contact Center: Part 2 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part Two: Technology Evolves Continue reading

The Evolution of the Contact Center

The Evolution of the Contact Center: Part 1 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part One: Early Communications Continue reading

Why Phone Calls Are the New Mobile Conversion

This article was originally posted on No Jitter, here.

Using click to call, your business can unleash a new source of high-value Web and mobile leads.

As more consumers use smartphones to search for information while on the go, advertisers are embracing a new (old) way to connect with consumers by turning mobile searches and mobile ads into high-value phone leads. Several factors are fueling the mobile click-to-call trend. Continue reading

5 Ways to Boost the Fun Factor in Your Contact Center

Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles–and they’re less likely to depart for greener-looking pastures.

Here are a few ideas for livening things up in your contact center, inspired by the motivation and teamwork of the experts at CSWeek.com: Continue reading

7 Best Practices for Coaching Contact Center Agents

So you’ve hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good.

But business (and agents) can always get better–and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you–from your agents to those folks in the boardroom.

It’s important to remember, coaching is different from training (or re-training). It’s about helping agents apply skills and knowledge they already have in their bag of tricks.

Here are 7 tips to consider when looking to improve your agent coaching strategy: Continue reading

The Ultimate Guide to Customer Service Phone Etiquette

Phone_etiquette

When it comes to being a professional customer service representative on the phone, there are certain beliefs that, if held true, will provide a better customer experience. Believing that the customer is always right, or that you can actually hear a smile over the phone, are just a couple examples that come to mind. Continue reading

Why the Next Call Center Agent You Speak to May Be Wearing Pajamas

CCTR_AgentParts of this post were originally posted on WIRED Innovation Insights in a two part series here and here.

On a warm spring evening, Colleen tucked her two young children into bed, and prepared to go back to work for the second time of the day. Thankfully, she didn’t have to get dressed and drive to an office to get down to business. She simply turned on her computer, put on her headset and began taking calls for her job as a contact center agent. Colleen is one of a growing number of “virtual agents” who work from home.

Colleen’s story is just one example of how remote work is taking off. Contact centers are racing to deploy work-at-home programs in an effort to hire and retain more qualified staff, reduce real-estate costs and improve agent productivity. Plus, the adoption of mobile, social and cloud technologies is accelerating the move toward remote work. Continue reading