Tagged: Contact Center

Predictive, Proactive and Personalized: The Must-Haves for Innovative Customer Service

By Kevin Gavin, CMO

Traditionally, customer service departments have been slower to adopt change than other areas of business – but today’s empowered consumers have higher expectations and businesses need to adopt new technologies and solutions that are readily accessible in order to satisfy modern consumers. It’s critical that brands regularly seek innovation and embrace new ideas in order to be cutting edge in the ways they offer service. Continue reading

3 Ways To Show Your Agents Some Love on Valentine’s Day

By Gabrielle Targosz, Corporate Communications Specialist

It’s almost Valentine’s Day, a time where friends, family, and loved ones put extra thought into showing how they care about you. February 14th doesn’t have to be a romantic day; it can be a day where you impress your work colleagues with a thoughtful gesture. So why not take the step and show some love in your contact center?

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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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The Do’s and Don’ts of Adding New Channels to Your Contact Center

By Mayur Anadkat, VP Product Marketing

It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that? As a contact center leader you have questions about each of these channels. How do each of these channels improve the business? How will these channels help my agents? Will they help my agents? At the end of the day, you want to look back and be confident you made the right decision about the addition to your contact center.

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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

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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Five9 Wins Most Innovative Product of the Year Award for the Enterprise Category By Best in Biz 2016

We pride ourselves on providing innovative products that address the changing needs of our customers. It’s nice for us to say we’re innovative, but even better when someone else says it. This week Five9 was honored with the Most Innovative Product of the Year for the Enterprise category by Best in Biz.

Five9 was the only cloud contact center provider to be recognized in this category.

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5 Things You Should Know Before Moving Your Contact Center to the Cloud

More and more of the modern world is running on cloud based technology. Compared to on-premise applications, the cloud offers many benefits, including state of the art infrastructure, lower capital expenses, automatic updates and the ability to scale to meet demand.

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