Tagged: connected consumer

3 Changes Made in the Customer Lifecycle

By Mike Crane, EVP of Services

Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.

Continue reading

How Do You Know If a Channel Partner Program is Right For You?

By Wendell Black, VP of Channels

I’m thrilled to announce that Five9 recently expanded the company’s channel partner program. In light of this, I thought it might be helpful to provide more detail on the types of programs typically available and include examples of what we are doing here at Five9.

Continue reading

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 1)

by Liz Osborn, vice president of product and solution marketing at Five9

There is no doubt that we’re in the midst of a sea change when it comes to consumer behavior. New technologies have completely transformed consumer expectations and buying behavior, making it more difficult for brands to acquire new customers and earn their loyalty.

Many organizations consider their contact center to be their first line of defense in the battle for consumer loyalty. In fact, the Deloitte 2013 survey of contact centers found that 62 percent of organizations view customer experience, provided through contact centers, as a competitive differentiator. Continue reading

Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents.

Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice.

Here is a checklist of skills to look for when on the hunt for an effective super-agent: Continue reading

Tips for Staffing a Multichannel Contact Center [SUCCESS STORY] & [SLIDESHARE]

Screen Shot 2014-08-04 at 9.49.41 AM
Meeting the needs of today’s connected consumer hinges on the ability to engage on the consumer’s channel of choice whether it’s phone, chat, email or social media. Rising to this occasion first requires offering multiple communication channels, which then requires having the proper technology and agents with the right skill sets to communicate on a variety of channels.

When it comes to staffing a multichannel contact center, there are two main paths you can go down; Continue reading

Why Brands Struggle to Care for the Connected Consumer [SLIDESHARE]

Consumers are now more connected and more demanding than ever before.

As highlighted in the presentation below, 86% of surveyed consumers reported that they would be more satisfied if offered their channel of preference and half would move to a competitor that did offer their preferred channel.

Meanwhile, brands increasingly realize the importance of engaging with consumers not only through 800 numbers but also through social, mobile, email, chat and self-service channels.

However, the increasing complexity of dealing with so many customers across so many channels has presented brands with a wide variety of new obstacles.

Please take a look at the presentation below to learn more about the survey findings in addition to key challenges organizations face when attempting offer multichannel customer care.

Tweet This: Why Brands Struggle to Care for the #ConnectedConsumer [SLIDESHARE] via @Five9 http://bit.ly/1pl3ZFU #multichannel #cloud #cctr

I also encourage you to register for our webinar on June 18th, to find out how the Five9 Summer Release can help you overcome many of the challenges highlighted in this presentation.