Digital Engagement

5 Customer Experience Pitfalls to Avoid w/ Darryl Addington

Digital Engagement

There are a lot of places your CX strategy can fall short. Many times, the success of your organization can teeter on whether you address potential CX pitfalls or not. Lucky for us, Darryl Addington, the Director of Product Marketing at Five9, lays out 5 CX pitfalls to avoid.

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.

Why Advertisers Need a Scalable Multichannel Call Center Experience Platform

Digital Engagement

How do we meet the customer where they are… all the time? The answer is simple: you need a scalable and reliable multichannel contact center.

Five9

[WEBINAR] Turn Your Call Center into an Intelligent Contact Center

Digital Engagement

Customers want to communicate with you anytime, anywhere, and over the channel of their preferred choice. They expect you to know them – their services, their needs, and their preferences. Meeting these heightened expectations requires an Intelligent Contact Center that allows you to deliver personalized experiences that build your brand and transform customer experience into customer love.

Five9

CX KPIs: What You Should Be Measuring

Digital Engagement

Key performance indicators, also known as KPIs, enable companies to make smart business decisions and to gauge how their business is executing on their goals. As technology advances and consumer expectations evolve, it is crucial that companies are measuring the “right” KPIs impacting customer experience and satisfaction.

Scott Kolman Senior Vice President, Corporate and Product Marketing

Scott Kolman is the Senior Vice President, Corporate and Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications.

Five9 Customer Service Index 2018 – The Customer Experience Era is Now

Digital Engagement

The leaves have changed color, the weather has started to cool, and Sundays’ agenda consists of good old fashioned football. Now is the time when we decorate our homes with bright lights and decorative trees, gather with family and friends and before you know it we’ll be fully immersed in the end of the year holiday rush.

Five9

Reliability Matters

Digital Engagement

Spending Thanksgiving surrounded by loved ones isn’t the only time that matters this season – making sure your contact center is reliable and has no interruptions is of the most importance.

Five9

Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 3

In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.

Five9

Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 2

Digital Engagement

In my last blog, we discussed how approaching your business from the perspective of the customer and what matters to them will better position your agents to foster great customer experiences. In Part 2 of our 3 part Customer Service Metrics series, we dive into the importance of customer support availability and which metrics to measure.

Five9

Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 1

Digital Engagement

If you’re leading a customer service organization, you know how much metrics matter. But how confident are you that your metrics are measuring what matters to your customers?

Five9

Customer Service Team Is Your New Sales Team

Digital Engagement

Today, 86% of consumers quit doing business with a company because of a bad customer experience. Hence, there is no place for bad customer service if you want to compete with the big dogs and retain your customers.

Scott Kolman Senior Vice President, Corporate and Product Marketing

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