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.”
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.
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.
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.
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.
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.
The Five9 Global Partner Ecosystem is an extremely important facet of Five9’s holistic operation. We value our partners greatly, and we make sure to choose partners who align with our vision to help organizations reimagine their customer experience strategy. That’s why we’re excited to announce that we’ve recently entered a teaming agreement with Bolt Data.
