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.
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.
When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.
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?
This article was originally published on VMBlog, here.
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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 →
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By Katie Bromley, Director Corporate Communications
33% of consumers* said that “receiving great customer service” is a reason they would advocate for a brand. 34% will advocate for “love of the brand.” Also, 62% said free delivery would motivate them to buy a product online. I’m a fan of great customer service, and free, so yes, count me in those numbers as well.