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Business Continuity Planning for Contact Centers

When business disruption inevitably happens, customers still expect you to help them with their questions and needs—quickly, calmly, and with empathy. Whether a natural disaster strikes or an unplanned event causes call volume to surge, it’s more critical than ever to provide customers with the type of exceptional, uninterrupted service they demand and deserve.

During times that have tested their businesses, we want to thank our customers who have placed their trust in the Five9 Intelligent Cloud Contact Center to ensure their customers could continue relying on them. Together, we keep agents connected and engaged so customers can always receive the service and support they need.

Five9 is ready to partner with you as you work hard to support your customers during any disruption. We can help you ensure business continuity, rapidly move your contact center to the cloud, and equip your remote workforce for success. Five9 is your trusted resource for the information and tools you need to provide world-class customer experiences. 

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Bookmark this page and check back often as we continue to update it with helpful resources, including:

BCP Teleconference Agents
Engaging and Empowering
a Remote Workforce

Resources to help you transition to a remote work environment and enable agents with the technology, equipment, and skills they need to effectively work from anywhere:

Blog Posts

The At-Home Agent Advantage >

The Rise of Remote Contact Center Agents >

12 Years At Home: Tips from a Home-Working Pro >

Empowering Agents to Humanize Customer Service When Customers Are Anxious >

What Was WFH Due To COVID-19 Is Now WFH Permanently >

How to Keep a Remote Contact Center Engaged and Productive >


3 Big Changes for Contact Centers w/ Paul Liljenquist >

Optimize Your Home Office Tech + Productivity w/ Declan Doyle & Peter Jakobsen >

3 Ways Technology Empowers Contact Centers >

Master Agents in the Time of COVID-19 w/ Kevin Thomsen and Jake Butterbaugh >

People Helping People w/ David Cashman >

Establishing Great CX Through Strategic Partnerships w/ Andre Schoeman >

Tip Sheets >

10 Tips for Engaging New Work-At-Home Agents >

Setting Up Your Remote Workforce for Success >

White Papers

5 Ways to Empower Agents to Deliver
Great Customer Experiences >

Data Sheets

Increase Agent Engagement With Five9 Performance Dashboard >

Case Studies

PAR Empowers Agents to Deliver Superior Customer Experiences with Five9 and Zoom >

BPO Zevas Pivots Employees to Work Remotely with Five9 >

On-Demand Webinars

NexRep Customer Webinar: Navigating Customer Service Through a Crisis >


How NexRep Enables Agents to Work Anywhere and
Provide Exceptional Customer Experiences >