Tagged: Customer Satisfaction

Customer Focus Pays Big Dividends for Five9

By Liz Pedro, Customer Advocacy Director

Customer focus – every company claims it’s a top priority but for Five9 it’s THE guiding principle. I joined Five9 in November to build a customer advocacy marketing program and I quickly figured out a key pillar of the company’s tremendous success. Every employee, all the way up and down the line, focuses on making our customers successful.

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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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3 Ways to Uber-fy Your Business By Attending a User Conference

By Gabrielle Targosz, Corporate Communications Specialist

“We are all here to ‘Uber-fy’ our business.”

That was the best line I heard last week. Everyone wants to be the disruptors in their space and be super successful doing so, just like Uber.

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It’s National Customer Service Week, And You Are in the Age of the Customer

By Sabine Winterkamp, Senior Director of Marketing EMEA

At times, customer service can be a tough industry to be in. An agent can potentially listen to complaints all day, while acting calm and understanding.

Big e-commerce companies, such as Amazon, have raised the bar for customer service expectations. Everyone else is playing catch-up to keep up with these expectations. And when you are a representative on the other side it can be tough to handle a positive customer service situation if you aren’t given the right tools to succeed.

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A Critical Disconnect: If Customer Satisfaction Really Matters…

By Liz Osborn

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Most contact center leaders have caught on Continue reading

How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Guest Post by Joanna Jones of MHI Global

With customer service trends changing at lightning speed it is sometimes easy to miss the straight forward task of delivering excellent customer experiences. Take for instance call-back systems. It doesn’t matter how much money is invested in infrastructure and training agents if your customers are abandoning their calls out of frustration because of long wait times. Continue reading