Tagged: customer care

The Evolution of the Contact Center

The Evolution of the Contact Center: Part 4 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 Four: Contact Centers 2.0 Continue reading

Delivering Excellent Customer Service through Mobile Apps

Delivering Excellent Customer Service through Mobile Apps

Guest Post by Joanna Jones of Impact Learning Systems

We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that when creating CR solutions that are tailored to mobile, companies have the opportunity to create platforms that are well thought out and customized to how users expect to interact with a brand or product. The bad news is that many companies have Continue reading

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 2)

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

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.

In case you missed it, click here to read part 1 of the series.

Continue reading to learn about trends #2 & #3: 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

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

Four Major Don’ts of Customer Service

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When it comes to good customer service, it can often be easier to explain what not to do as opposed to spending hours explaining how to do it right. After years of observing customer service in a professional and personal capacity, I’ve identified four of the biggest mistakes made by service organizations.

These are things that you should never do when engaging with a customer; under no circumstances are they acceptable.

Continue reading

Six Things Millennials Expect from their Customer Service Experience

Millennials

The generation born between the early 1980s and early 2000s is larger than the Baby Boomers’ generation. This generation is expected to have a lot of economic clout in the marketplace, and just like the Baby Boomers, the millennial generation knows that they have the power to affect the way corporations do business.

Understanding this generation will be essential if you want your company to grow and prosper. The same customer service tactics that you would use on Baby Boomers may not work on Millennials, which is a concern among customer service professionals. 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.

Announcing Email, Chat, Social, and Mobile Capabilities Powered by Five9 Connect [VIDEO]

Today, we are very pleased to announce the Five9 2014 Summer Release, which delivers an innovative approach to multichannel cloud contact center software.

Included in this release are native multichannel applications that support email, chat, social and mobile interactions. These new applications are powered by Five9 Connect, a unique intelligent technology layer, which includes an advanced Natural Language Processing (NLP) engine to filter and categorize interactions, eliminate spam and determine sentiment; business rules and routing engine that prioritizes and routes interactions based on business policies and needs; and agent assistance tools to help agents quickly resolve issues.

Watch the overview video below to see what’s new:

What does this mean for you?

Improve Customer Engagements With Intelligent Multichannel Capabilities

With the Summer Release, Five9 is delivering an integrated multichannel agent desktop that allows agents to engage with customers across all channels from one easy-to-use desktop. The new multichannel desktop includes social, mobile, chat, and email, in addition to traditional inbound, outbound and blended voice capabilities.

whatsnew_desktop

Why is the Summer Release innovative?

Powered by Five9 Connect

The new multichannel capabilities are powered by a unique set of technologies called Five9 Connect. It helps contact centers understand what’s important, relevant and trending; decide how to prioritize, route and assign requests; and quickly resolve issues and improve conversion rates. This allows contact centers to focus their resources on high priority interactions, eliminate wasted time and helps them achieve better business results.

Five9 Connect copy

What else?

This release gives more control and flexibility for managers with customizable real-time Supervisor Dashboards, a robust Supervisor iPad App, enhanced multichannel reporting with options for a variety of charts to visual data, and more.

To get the full rundown of what’s new, read the News Release or see what’s new on our website.

To see live demonstrations and a complete overview of the new offerings, register for the upcoming Five9 Summer Release webinar.

Tweet This:Today @Five9 introduces innovative Five9 Connect, #multichannel capabilities & platform enhancements for #cloud #cctr http://bit.ly/1oNRxwC