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Agent Empowerment

Adapting Agent Engagement to Survive the Great Resignation

Companies, specifically Contact Centers, can increase employee engagement through performance management and gamification.

Closing the Metrics Gap with Agent Focus

AI and analytics help agents serve customers—and provide metrics on their performance.

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.

How to Identify Operational Roadblocks and Reduce Agent Burnout

Let’s look at some of the top operational roadblocks that can lead to agent burnout and how contact center supervisors can reduce the risk.

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.

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.

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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