Tagged: Cloud Contact Center

Never Leave a Partner Stranded [Podcast]

By Wendell Black, VP of Channels

I recently joined Jen Spencer, VP of Sales and Marketing at Allbound, to discuss creating the optimal team to compete and win with the partner, prioritizing your partner needs, and more on this episode of The Allbound Podcast. This was originally shared via Allbound, here. Continue reading

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

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

5 Ways To Show Customers Love This Valentine’s Day (And All Year Long)

By Liz Pedro, Customer Advocacy Director

When I started my career back in 1988, contact centers were very different. Dialers were a box nailed under our desks, scripts were pages stapled in a folder and we didn’t have computers. But one thing has remained the same, the customer has always been the top priority. With Valentine’s Day celebrated this month I wanted to share five ways to show customers love this Valentine’s Day and all year long. Continue reading

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

By Liz Pedro, Customer Advocacy Director

Last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff discussing her insights about the contact center industry and the upcoming forecast for this year. After her presentation we had a quick conversation, diving a little deeper into the contact center.

In case you missed it, click here to read Part 1 of this interview.

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Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 1]

By Liz Pedro, Customer Advocacy Director

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

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What is Your Customer Engagement Priority?

By Paul Thomas, Managing Director EMEA

We all care about customer experience, customer journey and excellent customer service. But how can you ensure that your business can deliver on these changes and keep consumers loyal to your business and brand?

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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

Customer Focus Pays Big Dividends for Five9

By Liz Pedro, Customer Advocacy Director

Customer focus – every company claims it’s a top priority but for Five9 it’s THE guiding principle. I joined Five9 in November to build a customer advocacy marketing program and I quickly figured out a key pillar of the company’s tremendous success. Every employee, all the way up and down the line, focuses on making our customers successful.

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