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Allison Wilson

3 Critical Metrics Most Contact Centers Aren’t Measuring

Here, we’ll look at three metrics that less than a third of contact centers are measuring. To better understand the story behind the numbers, we reached out to Robin Gariess, CEO and Principal Analyst at Metrigy, for her key takeaways.

Three Habits of Highly Effective CX Leaders

Good service is seamless, and it’s not always obvious why the experience went so well. But behind the scenes of every untold CX success is a leader who has put all the pieces in place. Let’s look at some best practices those leaders live by.

CX Summit Spotlight: All eyes on AI

These days, artificial intelligence doesn’t always have to feel artificial. In fact, many organizations are using AI to create a more human customer experience. If you have ever wondered how this technology can improve service and operations in your contact center, then you won’t want to miss the AI track at this year’s Five9 CX Summit.

Five9 Shopping Cart Rescue Tackles an $18 Billion Leak in the E-commerce Experience

Though online retail sales increased 32% from 2019 to 2020, shopping cart abandonment also became more prevalent during the pandemic. So, what if retailers could have more insight into their customers’ online buying journeys, proactively reach out to shoppers who have left items in their carts, and address concerns with a personalized approach?

What CX Leaders are Saying about Returning to the Office in 2022

We surveyed our customers to see how flexible work is evolving in the CX industry. Here is what you need to know to keep your teams engaged.

What to Expect from 2021 Holiday Shoppers

Five9 recently released its Customer Service Index: Retail and eCommerce Edition, revealing some anticipated holiday shopping trends Here are three we’re keeping our eye on.

3 Ways to Build Customer Trust by Embracing Transparency

Learn the relationship between transparency and customer trust, why it matters and best practices any business can apply to build it.

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