Five9 Webinars

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.

According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market.

As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention.

On February 6th at 10 AM PST, join our experts as they reveal three proven ways to master the customer journey to deliver seamless customer experiences.

This webinar will cover:

• How to be where your customers are

• How to improve agent performance 

• How AI humanizes the customer service experience

There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn.

Omnichannel, however, can create connected customer journeys and exceptional customer experiences.

Join our live webinar to learn about some omnichannel pitfalls you can avoid, including:

• The wrong technology (added on top of legacy systems)

• Agents not cross-trained, leaving channels unstaffed or unavailable

• Inaccurate metrics and KPIs

• Insufficient or disorganized customer information