Employee Engagement

How Enterprises use Gamification and Performance Management to Drive Success

Employee Engagement

Learn how large enterprises use Five9 Gamification and Five9 Performance Management to drive success.

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.

How to Create a Better Customer Experience through Employee Focus

Employee Engagement

Nick Glimsdahl, Director of Contact Center Solutions at VDS, joins Genefa Murphy to discuss his new book and all the reasons why the employee experience should be your main area of focus for a better customer experience.

Genefa Murphy Chief Marketing Officer

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.

Jeff Woodland Sr. Director of Industry Marketing

Five9 Knows Business Continuity: Disaster Proof your Contact Center

Employee Engagement

How can you, a business leader, disaster proof your contact center operations?

Five9

3 Ways Five9 Interaction Analytics Provides Insights Across your Voice and Digital Channels

According to the Five9 Customer Service Index 2021, “regardless of age, just over half (51%) of respondents prefer to interact with a company over the phone when contacting a business for general customer service issues.”

Five9

4 CX Trends to Watch out for in 2022

It's critical for your business to understand the latest trends in the current customer experience landscape to kickstart the new year and exceed your contact center goals in 2022.

Thomas John VP Channels EMEA

Thomas John is Vice President of Channels for Five9 with a proven 23 year track record in Telephony and IT, especially focused on Enterprise Cloud Contact centre, Web & Mobile Unified Communications, Agent and Customer Experience as well as Journey Analytics to measure their effectiveness. Focused on the EMEA geography, Thomas has developed the Five9 partner ecosystem into a balanced, powerful and successful route to market.

3 Critical Metrics Most Contact Centers Aren’t Measuring

Here, we’ll look at three metrics that less than a third of contact centers are measuring. To better understand the story behind the numbers, we reached out to Robin Gariess, CEO and Principal Analyst at Metrigy, for her key takeaways.

Allison Wilson Director of Media and Analyst Relations

Leading media and analyst relations to drive awareness, perception and preference for the Five9 brand.

Lower Your Agent Attrition with Proactive Contact Center Management

Employee Engagement

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.

Five9

Five9 Knows Business Process Outsourcers

As a BPO, you must remain flexible enough to satisfy every client’s whim, while keeping costs in check and service levels satisfactory. Your success comes from managing to consistency in the business, all while providing a brand-match for your clients.

Five9

What is meant by an Engagement Capacity Gap?

Employee Engagement

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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Employee Engagement

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