There are many standard traffic measurements (performance metrics) that can be performed on a call center to determine its performance levels. However, the most important performance measures are:
Today’s modern consumers have incredibly high customer service expectations. And, if those expectations are not met, consumers not only stop doing business with a company, they become enraged and retaliate.
John Davis from the Five9 Partners Team in EMEA checks out how UK Public Sector organizations benefit from the security benefits of cloud based applications in his latest blog. Read on.
Gamification is an increasingly critical play for today’s call centre Managers. Get it right and agent loyalty, retention and call centre profitability soar. Mark Plant from Five9 Reimagines CX with gamification and more than a little help from Five9 Partner friends at Telefónica Tech UK&I.
EMEA Channel Development Director John Davis investigates the way Five9 IVA technology can help boost Customer Experience in your call center when used in conjunction with human agents through a fascinating UK use case.
It’s the first day of spring and that means it’s time to do spring cleaning. One of the things you probably want to look at first is your contact center. Of the 15.8 million contact center agents around the world, 90% of these agents are operating on legacy, premise-based solutions.
