Employee Engagement

3 Ways to Show Your Agents Some Love on Valentine's Day

Employee Engagement

Contact center agents need to be shown some love, and Valentine's Day seems like a perfect day to start giving them the right tools they need to deliver great customer experiences.

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.

Announcing the Global Partnership of Verint and Five9

Employee Engagement

Verint recently announced the new partnership where Five9 will resell the complete Verint Enterprise Workforce Optimization suite.

3 Tips for Reducing Churn in Your Call Center

Employee Engagement

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...

Five9

3 Training Tips for Contact Center Agents

Employee Engagement

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information.

Five9

4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

As we've discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position. Here are four key characteristics...

Five9

3 Questions to Consider Before Asking Agents to Up-sell

Employee Engagement

Guest Post by Joanna Jones of MHI Global. Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for ways to sell more product or service. When done well, your contact center can generate...

Five9

A Critical Disconnect: If Customer Satisfaction Really Matters...

Employee Engagement

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Recent research from ICMI indicates that customer satisfaction (CSAT) is the most important agent metric to contact center leaders, agents, and customers alike, BUT...

Liz Osborn

Who Are Today's Contact Center Agents?

Employee Engagement

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.

Five9

Addressing Contact Center Surges Starts By Preparing in Advance

Employee Engagement

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the biggest challenges contact centers face is being able to quickly address staffing surges and peaks in activities in a short amount of time. Today, cloud technology and at-home agents are helping mitigate some of that chaos... Read on to hear advice from Liz Osborn on addressing contact center surges:

Liz Osborn

How to Increase Efficiency and Quality with Call Recording and Monitoring

Employee Engagement

Recording interactions is the first step toward helping agents become more efficient and deliver higher quality interactions. Recordings can be used for coaching sessions with agents... for training new agents... for transitioning a current agent to a new role or program... and overall, call recording can provide the basis for analyzing interactions to learn what works best.

Five9

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Employee Engagement

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