Five9 Webinars

How to Leverage AI to Treat Every Customer with Care  

AI powered customer service has empowered CX professionals worldwide to navigate the rapid changes in consumer behavior. However, before your enterprise rushes to adopt Contact Center AI, it’s important not to lose sight of how AI is enhancing the human side of customer service and allowing agents to build long-term trust with customers.

Join our executive webinar with Jonathan Rosenberg, CTO of Five9, and Ram Rajagopalan, Senior Director of Product Management, to learn how practical AI is rapidly improving contact center efficiencies and enabling customer service agents to treat every customer with care.

In this webinar, you will learn how practical AI:

    • Reduces agent effort, boosts performance and improves average handle time (AHT)

    • Lowers contact center costs, while greatly improving customer satisfaction

    • Enables customer service agents to provide a more human experience

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 3 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
Wednesday, October 28th 10:00 am PST
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What Does Customer Service Look Like in a Pandemic World?

The unforeseen events of the global pandemic will have long-lasting effects on customer service. It has forced consumers to behave in new ways and now is the opportunity for your enterprise to position itself at the forefront of these new behaviors.

As a result, Five9 has partnered with recognized polling firm, Zogby Analytics, to discover how thousands of consumers currently rate their customer experiences in a pandemic world.

Join Contact Center Analyst, Blair Pleasant and Michael Rose, podcast host of That’s Genius!, as they review a special edition of the 4th annual Customer Service Index (CSI) and reveal key insights that your enterprise can use to stay ahead of new consumer preferences in a post-COVID-19 world.

In this live webinar, Blair and Michael will discuss:

    • Insights into how COVID-19 has changed consumer behavior

    • Whether CX has improved in a digital-first, pandemic world

    • Ways to stay ahead of new expectations beyond 2020

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 3 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
Thursday, November 12th 11:00 am PST
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A Look back at 2020: How COVID-19 Has Accelerated Contact Center Transformation

How will customer experience (CX) leaders look back at the current times?

In a period of self-isolation and uncertainty, digital transformation in the contact center has proven to be a key competitive advantage when adapting to a remote work environment and high call volumes during a business interruption.

Join our roundtable webinar on November 19th at 10 AM PT with Anand Chandrasekaran, EVP Product Management at Five9, Mike Rajich, Director of Contact Center & CX Products at AT&T and Melanie Turek, VP of Research at Frost & Sullivan as they look back at 2020 and discuss how the COVID-19 pandemic has accelerated contact center transformation.

In this webinar, our expert speakers will discuss:

    • How COVID-19 has been a catalyst for change in the contact center market

    • How cloud enabled companies remain agile during a business interruption

    • What customer experience leaders can expect in 2021 and beyond

Thursday, November 19th 10:00 am PST
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How RoundPoint Mortgage Adapted Their Omnichannel Strategy During COVID-19

Join our customer spotlight webinar to learn how RoundPoint Mortgage quickly adapted their omnichannel strategy to meet new customer expectations during COVID-19.

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AI & Self-Service Technology: The Magic Ingredients for Today's New Landscape

Learn how Five9 and Inference Solutions are working together to help companies digitally transform their operations and navigate the variable increase in traffic due to our changing times.

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