Tagged: multichannel

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 3)

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.

Catch up on part 1 and part 2 to read trends 1 through 3.

Here are trends #4 & #5:
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

8 Tips for Ensuring Agents Excel in a Multichannel Environment [CHECKLIST]

ICMI research shows 86 percent of consumers want the freedom to choose their favorite channel to connect with businesses — and their satisfaction levels rise when they’re given that choice.

To give your multichannel efforts the best chance for success, start with the agents who know you and your business the best. Put processes into place and take advantage of technology tools to transform these veterans into multichannel powerhouses.

Here are some tips to get you there: Continue reading

Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents.

Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice.

Here is a checklist of skills to look for when on the hunt for an effective super-agent: Continue reading

Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:

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Exclusive Preview: The Multichannel Agent Challenge #FollowMeOnTweeter

Windy and Carl are back at it again! This time they’ve realized their contact centers need to be as connected as their customers – but Windy and Carl seem to have different understandings of what being “connected” really means.

Watch the exclusive sneak peek trailer:

Check out the full episode to see Windy and Carl’s attempts at executing a multichannel strategy.

Get the Video eBook Guide Practical/Tactical: A Guide to Maximizing Agent Efficiency:

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Interview with Five9 SVP of Social & Mobile, Lance Fried [VIDEO]

Lance Fried and TMCnet CEO, Rich Tehrani, talk Summer Release 2014; multichannel, Five9 Connect, and unified reporting and monitoring. Tehrani and Fried also discuss the power of social influence, prioritization, and the growth of social customer care.

Watch the video:

To learn more about the Five9 Summer Release:

Watch demonstrations of the new Summer Release 2014 Multichannel Applications, here.

Read what industry analysts Sheila McGee-Smith of McGee-Smith Analytics, and Dan Miller of Opus Research said about Five9 Summer Release, here.

Learn more about Five9 Connect, here.

One App, Multiple Channels: The Holy Grail

This article was originally posted on No Jitter, here.

We explore best practices in the orchestration of disparate customer contact channels on mobile apps.

app

Customer service executives constantly hone contact center best practices to produce a superior customer service experience. Today, practitioners are faced with even more complexity by being able to call, email and chat on a single device. But smartphone apps that include all communication channel options, within the app itself, are rare. Here we explore best practices in the orchestration of these disparate channels. Continue reading

Tips for Staffing a Multichannel Contact Center [SUCCESS STORY] & [SLIDESHARE]

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Meeting the needs of today’s connected consumer hinges on the ability to engage on the consumer’s channel of choice whether it’s phone, chat, email or social media. Rising to this occasion first requires offering multiple communication channels, which then requires having the proper technology and agents with the right skill sets to communicate on a variety of channels.

When it comes to staffing a multichannel contact center, there are two main paths you can go down; 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