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Agent Efficiency

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How Enterprises use Gamification and Performance Management to Drive Success

Learn how large enterprises use Five9 Gamification and Five9 Performance Management to drive success.
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Frost & Sullivan Report: Evolving the Healthcare Contact Center

Research firm Frost & Sullivan surveyed 129 healthcare decision-makers to discover how contact centers have changed as a result of the pandemic.
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Closing the Metrics Gap with Agent Focus

AI and analytics help agents serve customers—and provide metrics on their performance.
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Improve CX and Agent Productivity by Closing the Metrics Gap

Many CX leaders are facing a metrics gap – the space between collecting metrics and turning them into actionable change. We worked with the team at Metrigy to identify ways to close the gap.
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How to Interview a Five9 IVA for a Role in Your Digital Workforce

Five9 built an Intelligent Virtual Agent that knows a lot about itself. Richard Dumas explains how we created it – and how you can build an IVA that knows all about your business.
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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.
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Workflow Automation in Remote Contact Centres

Five9 Channel Sales Director, Gemma Ayres discusses the Role of Workflow Automation can play in Remote Contact Centres in this insightful new blog.
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How WFO Reduces Agent Stress as Customer Service Becomes More Complicated

Now that agents are working remotely, it can be more challenging to know if they’re getting the coaching they need to be successful. Let’s look at how Five9 has integrated WFO into these core applications to reduce agent stress and streamline operations.
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Lower Your Agent Attrition with Proactive Contact Center Management

The role of a contact center supervisor or manager is tough. Leaders must juggle several strategic initiatives while fostering a supportive environment for agents. Dealing with high agent attrition rates adds even more stress for managers. Management plays a large role in creating the type of atmosphere and culture that keeps agents happy in their role. Here are some helpful, proactive ways you can drive higher agent engagement and, in turn, help to reduce attrition rates.
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What is meant by an Engagement Capacity Gap?

Businesses today are in a tough place. Organizations must manage the increasing number of interactions and channels while balancing customer and employee expectations. Meanwhile resources tend to remain flat or even decrease. Huw Jones from Verint checks in and checks out what can be done.
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