Peter Milligan

Have you ever called a customer support line, waited forever to talk to an agent and no one ever answers? Or you finally get through to someone who seems entirely lost when it comes to your question and has to put you on never ending hold to find the answer?

In a recent Customer Spotlight Webinar with Teladoc Health, the global virtual care leader, Teladoc presented a couple of pretty staggering customer metrics in their contact center. They are maintaining a more than 97% customer satisfaction (CSAT) rating over the past four years and Net Promoter Score (NPS) of 54.5. So how does this even happen?

On October 24th at 10 AM PT/1 PM ET, join our lively discussion with No Jitter and Nemertes Research. In this webinar you’ll learn about 3 key customer transformation projects relating to analytics that are tied to improving customer satisfaction, customer effort scores and net promoter score, as well as reducing agent turnover.

When companies first launch their business, they are often too wrapped up in startup mode to foresee the needs of business at scale. At some point the inefficiencies of working without formal tools to effectively manage their workforce start to make themselves known and companies realize there are easier ways to work that can also transform the customer experience.

Last year when Covid struck, businesses had to move most, if not all, of their contact center agents home, and TruConnect was no different. However, they quickly realized that they had an issue moving agents home with their existing contact center solution, so they turned to Five9 for help. Read on...

On Tuesday, March 5th at 11 a.m. PT, I will be joined by Donna Fluss, President at DMG Consulting. We’ll be taking a deep dive into the latest and greatest WFO modules and trends that you can implement to help improve your WFO strategy.

There are lots of brands out there, and customer service is among the top reasons customers choose one brand over another. In fact, 98 percent of respondents in the same Five9 CSI survey recognize this and see customer experience as crucial for their business to retain customers.