Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.
Five9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry. We’d like to congratulate Nick Delis, regional vice president of enterprise sales; Todd Eby, vice president of professional services; and Richard Dumas, director of product and solution marketing, for their recent recognition as contact center and customer care experts. These exemplary employees have made it their personal ambitions to strive for excellence, and contribute to a better customer engagement industry.
Nick Delis Regional Vice President, Enterprise Sales
With more than 25 years of experience in the telecommunications industry Continue reading →
Last week Five9 hosted a webinar discussing the best way to bring social media into your contact center. The presentation covered the importance of social customer care, social customer care “fails,” common social customer care dilemmas, and 5 easy steps to get started.
If you missed the webinar, check out the presentation below or view the full webinar recording here.
Those of you who are setting up a practice for social customer care have a lot to think about. There’s tuning-in the the right social channels, developing proper search criteria for relevant posts, and getting your clusters and trending topics to work well with your business rules. The list is daunting. But one of the fundamentals you need to weave in to your strategy – regardless of platform – are the key drivers for your customer outreach. Here is advice on balancing sentiment, influence, and loyalty.
You’ve heard the adage: “The squeaky wheel gets the grease.” A version of this was first published in a poem over a century ago by an American humorist. To this day, the idea translates easily into a customer service context. A fundamental decision you will need to make is whether or not sentiment will be the key driver for your social customer care team. A few things to consider: Continue reading →
Peer-to-Peer Community software has proven to be a great way to leverage the power and knowledge of your customers, advocates, and experts in a collaborative way. Whether you’re sharing threaded discussion forums, ideas, blogs and wikis – peer-to-peer software is great way to embrace and support your customers. But until now, the big, blue social ocean of Twitter, Facebook, Google+ and others are in their own wild domain with separate listening and engagement platforms. The good news: You can now blend peer-to-peer community and social channels together with a unified agent and supervisor interface. Continue reading →
I encourage those shopping for a professional social engagement for customer care platform to consider the Big Data elements of this decision.
Why? Because professional-grade social engagement platforms are built on a foundation of Big Data.A modern and effective platform needs to be able to capture, curate, store, manipulate and help you visualize and act on essential data. In this article we explore some of the essentials that are often taken for granted in selecting your winning platform. Continue reading →
Agent retention has long been one of the most important topic conversations for contact center managers and supervisors.
Recruiting and training expenses alone can cost an organization a fortune. Not to mention the ongoing agent morale issues that go hand in hand with high agent turnover rates.
Social agent turnover and the costs associated with high rates are caused by new fundamental channel-specific issues that traditional contact center management have to now consider. Additionally, the ROI of social engagement is being used as a driver for expanding enterprise social care initiatives as budgets continue to shift from Marketing to Care Groups– it becomes clear how pivotal social care solutions will be in driving success and meeting objectives.
The social contact center is unique in the way organizations can reduce turnover, increase retention, boost morale, and cut costs across the board.
Let us discuss one of the main challenges social engagement command centers face; SPAM
A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems. Historically, the discipline of tagging social posts for proper dispositioning has fallen through the cracks for most social platforms because the majority were built for marketing, not customer care. This article walks you through the essentials for multi-layer dispositioning and acts as a guide for choosing the right social care platform.
Social Engagement for Customer Care is one of the fastest-growing disciplines in the customer service space. There are all kinds of metrics we use to quantify the importance of a social post and social authors. Amongst them is topic relevancy and sentiment. But perhaps the least understood or leveraged is social influence. Let’s take a closer look at influence and see what can be done to make it more useful.
What is Social Influence?
In the context of social engagement for customer care, social influence is an attempt to score or rate how influential an author is. Influence scoring is available via social feed aggregators and also companies such as Klout, for example. Numerous algorithms are used to calculate an influence score. Continue reading →