Contact Center Management

Tim Richter, Senior Director, Product Marketing, Five9 and Gautam Mourya, Senior Product Manager, Five9

The Right Agent, Every Time: Routing Meets Real Performance with Five9 Agentic QM

For decades, contact centers have relied on a "set it and forget it" approach to routing. You assign agent skills, hope for the best and manually update them when you find the time. But what if your routing could adjust itself in near real-time, based not on static profiles, but on an agent's actual performance in every single interaction? 

That's not a future-state promise. It's here now. 

Tim Richter, Senior Director, Product Marketing and Gautam Mourya, Senior Product Manager

How to Create High-Quality Scorecards for Your Contact Center

Learn how to build a contact center scorecard in 5 steps. Includes scorecard templates, metrics examples and best practices for monitoring agent performance.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Man smiling while using a smartphone in a cozy café setting.

Better Calls, Happier Customers: How GenAI in Contact Centers is Transforming Quality Management

What do E-ZPass and TSA PreCheck have to do with contact center quality management? More than you might think.

Tim Richter Sr Dir, Product Marketing

Two call center employees engaged in conversation, both wearing headsets.

Empowering Performance in the AI Era: Why Trust, Not Control, Drives Results

Over the past few years, we’ve spent a lot of time evaluating what truly drives performance in the contact center. What we’ve found is that success is not just about implementing new technology or refining workflows. It comes down to contact center employee engagement.

Millicent McIntyre, Senior Director, Buyer Services at IAA & Kat Worman, Senior Solutions Consultant

A woman with curly hair and glasses writing on a tablet at a desk with plants in the background.

How to Optimize AI for Accuracy and Efficiency

AI is everywhere in the contact center right now. But in my conversations with customers, one question keeps coming up: what happens after you go live?

Sarika Prasad Director, Product Marketing

Hands typing on a laptop with AI graphics in the background.

Your AI Pilot Worked. Now What?

A lot of contact centers spent the last couple of years running AI pilots. Testing an AI agent here, a summarization tool there, maybe a guidance card rollout for a handful of agents. And a lot of those isolated pilots worked well enough to get leadership buy-in and show some early ROI.

But 2026 is a different conversation.

Sarika Prasad Director, Product Marketing

Two women collaborating at a desk; one wears a headset and the other points to a laptop screen.

5 Strategic Frameworks to Boost Contact Center Agent Productivity

Customers expect fast, connected, and consistent experiences. But in many contact centers, agents still navigate disconnected systems, repetitive tasks and constant pressure to move faster.

Here’s the reality:

Kenzie Fitzpatrick Content Strategist

Smiling man in a green shirt making a payment at a cafe counter.

AI Segmentation Mastery: Unifying Data to Outperform Every Time

You’re not short on data. You’re short on clarity. Customer signals are everywhere — website visits, past interactions, transaction history — even channel preferences. But when that data lives in silos, it doesn’t guide action. It creates noise.

And that noise shows up where it matters most: missed connections, low contact rates and revenue left on the table — directly impacting contact center revenue generation.

Subramanian T Director, Product Management

Subramanian is a seasoned product leader with over 18 years of experience in the contact center and collaboration space. He has led product strategy and innovation across Agent Experience and Data Cloud products, embedding AI-driven capabilities to transform customer engagement, improve agent productivity, and deliver measurable business outcomes. With deep expertise in building scalable platforms and AI-powered solutions, he is passionate about solving complex customer problems and mentoring teams to think beyond features and focus on business impact.

A man with glasses and a headset smiles while working at a computer, a woman sits nearby.

How Can AI Improve Contact Center Productivity?

“Let me just check that for you.” It’s the most common sentence in the contact center and a polite way of saying the answer exists somewhere, just not where it’s needed.

Kenzie Fitzpatrick Content Strategist

Two people closely examining a tablet, with colorful lights and another person in the background.

Building a Contact Center AI Roadmap: From Strategy to ROI

Most contact center AI strategies don’t fail because of technology.

They fail because teams start in the wrong place.

Kenzie Fitzpatrick Content Strategist

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