Tagged: CRM

Dreamforce 2015

The event that takes over San Francisco streets, hotels, restaurants, and Uber cars is just over one week away, and we’re getting pretty excited about it. One of the groups at Five9 that gets the most jazzed about Dreamforce is our product management team. Why? Because Dreamforce gives them the chance to show off their pride and joy; the products that they work on relentlessly day in and day out. Continue reading

Addressing Contact Center Surges Starts By Preparing in Advance

This article was originally published by ICMI, here.

By Liz Osborn

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the biggest challenges contact centers face is being able to quickly address staffing surges and peaks in activities in a short amount of time. Today, cloud technology and at-home agents are helping mitigate some of that chaos. 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

Direct From Dreamforce: 10 Reasons To Put Phone Inside the Agent Console

There are too many sessions to count at Dreamforce, and you’re bound to miss some good ones – so, if you missed it – here’s the recap from Salesforce.com’s CTI integration session – Putting Phone Inside the Agent Console.

To start, here’s why you shouldn’t ignore phone: Continue reading

In Simple Terms – The Difference Between CRM & Contact Center Software – INFOGRAPHIC

CRM and Contact Center Software are two different software solutions that not only address disparate customer needs, but also work better together. However, there is often confusion about one versus the other; a survey conducted by Harris Interactive found that 87% of adults don’t know the difference. So, where does one begin and the other end?

Well, here it is in simple terms:

Want to see the full infographic? Click here.

Want to dig even deeper? Download the CRM & Contact Center Software: Better Together Resource Guide here, which includes a list of recommended reading materials and blogs to follow.

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Click to Tweet: 87% of adults don’t know the difference Between #CRM & #CCTR Software. In simple terms, this infographic explains: http://bit.ly/RQQXll
Click to Tweet: #CRM and #CCTR Software are different, but work better together. See how it’s broken down in this #Infographic: http://bit.ly/1k1CDk6

How 2013 Changed the World of Customer Expectations

How 2013 Changed the World of Customer ExpectationsCustomer experience has been evolving for generations, and 2013 saw rapid acceleration towards a truly customer driven world.

“The customer is always right” saying dates back as far as 1908 when French hotelier Cesar Ritz was credited with stating ‘Le client n’a jamais tort’ or ‘the customer is never wrong.’ The motto was popularized in the early 20th century by department stores such as Marshall Field’s and Selfridges. The original idea was to encourage staff to behave as though the customer was special, and always correct, even if they were not. Continue reading

Looking at Customer Moments that Matter to Improve the Customer Experience

The following post was originally posted on CRM Advocate, and was written by Liz Osborn, VP Product and Solution Marketing. You can follow Liz on Twitter@Lizobiker.

imagesThis year’s Oracle OpenWorld, at the Moscone Center in San Francisco, was humming with conversations from more than 50,000 attendees, including an expo hall full of customer service, contact center, and cloud professionals.  How could Oracle chief executive Larry Ellison miss his keynote?  Can you believe that Oracle Team USA came from behind to beat New Zealand and be the 34th America’s Cup champion!  But amidst this chatter, there was another topic that was generating buzz at the event.  It was the importance of customer experience and how it is mission critical for businesses to stay competitive and even innovate products.

Sessions included how companies successfully map the customer experience journey.  How companies can build brand equity with experiences.  What is the return on experience and how do you make the numbers work for a more engaged consumer.  These were all discussions focusing on one of this year’s keynote mantras, “Look for customer moments that matter.  Then ask, how can technology support them?”

This made me think about where companies, particularly contact centers, can begin to focus on “moments that matter.”  Because the truth is, the moments that matter in a contact center can go a few ways: really great, pretty good or very bad.  It’s always easier to start looking at the customer experience journey from the standpoint of successful, positive interactions.  It’s exciting to share with the executive team moments that improve call efficiencies or keep the customer satisfaction scores rising.

It’s a lot more difficult for customer support and contact centers to focus on the interactions between a customer service agent and a customer that goes horribly wrong.  For instance, Gawker.com recently posted audio entitled, “You’ve Never Heard a Customer Service Call Meltdown Quite Like This One.”  It’s difficult to listen to the phone conversation between a security systems customer service agent and the customer whose appointment they forgot.  It gets even more painful to hear the customer have a complete meltdown when the customer service agent, and the customer care team for that matter, make several key mistakes.  The customer service agent doesn’t know the customers interaction history or account information even though the customer has been on the phone with support for hours.  Nor can the agent transfer the customer to the more knowledgeable customer service representative “Michele” who had been originally handling his service issue.  The agent only had scripted and standard responses to the customer’s questions, which only further infuriated an already enraged customer.

So as you look at the moments that matter in your customer care organization, I challenge you to start by looking at whether your contact center team is prepared for the negative experiences and agile enough to change for the better.  Key questions to ask in your evaluation

  • Do you have the best contact center agents and talent available within your support organization?  
  • Can your contact center route calls to a live agent as well as the most skilled agent available?  
  • Can customers schedule a call back if they are on hold for too long? 
  • Does your contact center agent know whose calling and their interaction history?  

These are a few questions to begin with.  After an organization fully assesses its customer experience weaknesses, then it is time to look at how technology such as cloud contact center software can help improve customer loyalty or agent productivity.  This will truly help close the gap between customer’s expectations.

Five9 Goes to Oracle OpenWorld


It was a brisk, beautiful autumn day in San Francisco and I had the chance to attend Oracle OpenWorld. I spent most of my time in Moscone West, where Oracle “welcomed the age of the customer” with a program full of sessions focused on customer experience and CRM technology.

Today’s objective was to attend as many CX sessions as possible and absorb all the information I could about trends and technology. In particular, I wanted to better understand the latest developments in contact center and CRM. After a full day up-and-down the Moscone escalators and in-and-out of convention rooms, I picked up a few tid-bits:

  • Customer Retention – Retaining customers is reaching a tipping point; it is rapidly becoming more important than customer acquisition. In fact, it is customer retention that drives loyalty and advocacy, which helps keep costs down and revenue up.
  • Proactive Customer Engagement – It sounds like a buzzword, but it’s not. Proactive customer service is on the rise as customer expectations go up. In on instance, Oracle client KLM shared how they used social media to deliver positive, proactive customer experiences. Check out this great video. It’s the concept of proactive customer engagement taken to the next level.
  • CRM + Contact Center – The demand for tightly integrated CRM, contact center and telephony is significant. Closely linking CRM to contact center and telephony, offers the greatest potential for delivering the most personal, helpful and engaging customer service experiences.
  •  Cloud – I was expecting a full set of sessions specifically dedicated to the cloud. I asked an Oracle exec about this and he said, “the cloud is everywhere, in every session.” That turned out to be true. At Open World the lines between cloud and on premise are exceptionally blurred. Cloud was prevalent; it was part of every conversation and every presentation.

Oracle OpenWorld is a vast event that covers more blocks of San Francisco and includes more technologies than I can count. I was fortunate; I carved out a space for myself in Moscone West and picked up a lot of great information about customer experience technologies.