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CX Summit Spotlight: Five9 Knows Workforce Optimization

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Erin Wilson Dir., Technical Marketing

Co-written by Sarah Joven, Five9 Corporate Communications Intern

The perfect staffing forecast. The idea is so romantic. After relentless research, a torrent of thought, and days of deliberation…the plan comes together; you know who you need and when you need them.

This might be the best moment. Because in this moment, when the plan is complete – before you sell it internally; before you put it to the test; before the harsh light of reality shines down – in this moment, the plan is perfect.

You ran all the simulations, adjusted the variables, built a masterful spreadsheet, and generated a schedule for a beautifully staffed contact center. And then the phone starts ringing...

  • Someone calls in sick – okay, we can bounce back from this one.
  • Then several people ask to change shifts – urg, okay update the sheet.
  • And then? Then you get the worst call of the week – one from HQ about a major issue with the product – you should expect quite a few extra calls in the next couple days.

Your perfect little spreadsheet, and all the work you put into creating it, just blew up.

Simple, Adaptable Support

Luckily, companies all over the world use Five9 WFO to make quick, accurate, and adaptable work of their schedules. Like Ginny, who runs a growing contact center. Her company moved to Five9 several years ago, so tripling their agent count was no big deal. But Ginny’s poor staffing spreadsheet has not held up as well. So, Ginny made the decision to explore what else Five9 had to offer.

She learned that we provide choice in workforce optimization tools and offer two fully hosted and supported solutions. After working with her account manager, they settled on Five9 WFO for its excellent feature set, ease of use, tight integration, superb support, and thorough training.

With her spreadsheet officially put out to pasture, Ginny can now choose to delegate the responsibility of forecasts and schedules. When creating a forecast takes but a few clicks, it’s easy to collaborate with the team, or just take care of it yourself.

  • Shrinkage is automatically accounted for.
  • Shift bids are handled programmatically.
  • PTO requests get routed to managers instantly.
  • “What-if” forecasts address call volume fluctuations.
  • And Five9 mobile apps keep agents in the know while on the go

Ginny was so impressed with how the Five9 team guided her through this implementation that she decided to add automated quality management, too… but that’s another story.

A Satisfying Solution

Ginny said goodbye to frustrating, fragile staffing forecasts and – with the thoughtful guidance of her Five9 team – hello to:

  • Her first workforce tool.
  • An easy transition from spreadsheets.
  • Streamlining workforce management operations.
  • Intelligent staffing forecasts that help her achieve more predictable SLAs and lower costs.
  • An integrated experience that allows her to delegate work to the appropriate team members.

The Five9 team helps customers just like Ginny make the shift from spreadsheets (and sadness) to a modern, intuitive, perfectly integrated WFO platform suitable for their unique situation.

Elevate the Conversation

It’s time to say goodbye to spreadsheets and hello to reliable, dynamic, effortless staffing forecasts. It’s time for Five9. WFO and employee engagement will be a hot topic at our upcoming Five9 CX Summit. Sessions include:

Business Planning: Why WFO Is the Key to Successful Employee Engagement and CSAT
August 9, 2022, 1:45-3:35 pm PST and August 11, 2022, 10:15-12:15 pm PST

Learn how a clear workforce optimization strategy can help you deliver greater success for your business— today. In this interactive seminar, you’ll learn the skills to build a plan, show ROI, how to influence your stakeholders and learn why including interaction analytics is the key to success as you develop a cohesive approach to automated quality management. Leave with the confidence to make a business case for Five9 WFO and the plan to execute it.

The Impact of Remote Work on Managing Your Contact Center
August 10, 2022, 11:15 – 12:15 pm PST

Explore ways you can adapt your approach to agent engagement and workforce management in the remote and hybrid workplace. Five9 Senior Director of Product Management Chrissy Cowell will share ways to help you increase visibility into your team’s performance. Learn how to leverage our solutions to effectively manage a remote or hybrid workforce. Share your story and hear how other organizations have adapted to today’s business environment.

What’s New, What’s Next: Workforce Optimization
August 10, 2022, 3:45 – 4:45 pm PST

·How do you keep your employees engaged, motivated, and on the path to success? Join Mike Bourke, SVP Product Management at Five9, and his leadership team to learn more about the latest and greatest features of the Five9 WFO solution and get a preview of the new UI coming soon!

Next-gen Workforce Engagement in the Contact Center
August 11, 2022, 12:30-1:20 pm PST

Solid Rock Consulting CEO and Founder, Juanita Coley, discusses key trends in workforce optimization (WFO). Five9 customers will join Juanita to share how they have successfully enhanced the employee experience through WFO. What worked, what didn’t, and what were the key business results.

Employee Engagement: Elevate Your EX to Improve Your CX
August 11, 1:30-2:30 pm PST

Constellation Research Vice President and Principal Analyst, Liz Miller, hosts a panel on the Great Resignation, focusing on how organizations have managed the change. Panelists include NexRep CEO, Teddy Liaw, and AdventHealth Vice President of Digital, David Oakley.

Learn more about Five9 WFO

Register here to learn how to optimize Five9 WFO for your business. For more information, read our whitepaper for a deep dive on the benefits of WFO.


We're looking forward to seeing you at Five9 CX Summit! 


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Erin Wilson Dir., Technical Marketing

Call 1-800-553-8159 to learn more about Five9