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Employee Engagement

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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.
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Closing the Metrics Gap with Agent Focus

AI and analytics help agents serve customers—and provide metrics on their performance.
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Improve CX and Agent Productivity by Closing the Metrics Gap

Many CX leaders are facing a metrics gap – the space between collecting metrics and turning them into actionable change. We worked with the team at Metrigy to identify ways to close the gap.
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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.
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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.
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Five9 Knows Business Continuity: Disaster Proof your Contact Center

How can you, a business leader, disaster proof your contact center operations?
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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.”
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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.
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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.
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Contact Center Horror Stories

If you’ve ever worked in a contact center, you know that challenging customer behavior isn’t seasonal. But since October is a month of spooky and frightful things, we thought you might enjoy a few horror stories from the contact center realm.
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