Five9 Blog

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact center blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

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Empathy Fatigue Is Real. These Creative Employee Engagement Ideas Can Fix It.

Employee Engagement

Contact center agents are asked to do something most people find genuinely hard: show up emotionally for strangers, all day, every day, regardless of what’s happening in their own lives. And they do it really well — until they don’t.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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Better Calls, Happier Customers: How GenAI in Contact Centers is Transforming Quality Management

What do E-ZPass and TSA PreCheck have to do with contact center quality management? More than you might think.

Tim Richter Sr Dir, Product Marketing

Two call center employees engaged in conversation, both wearing headsets.

Empowering Performance in the AI Era: Why Trust, Not Control, Drives Results

Over the past few years, we’ve spent a lot of time evaluating what truly drives performance in the contact center. What we’ve found is that success is not just about implementing new technology or refining workflows. It comes down to contact center employee engagement.

Millicent McIntyre, Senior Director, Buyer Services at IAA & Kat Worman, Senior Solutions Consultant

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Want to Increase Agent Productivity? Start with Automated Call Summarization

Is after-call work (ACW) a significant source of hidden friction in your contact center?

You’ve seen it before: in order to collect valuable call insights and log accurate data, agents are often forced to create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on hold. This leads to interrupted conversations and frustrated customers.

Kenzie Fitzpatrick Content Strategist

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The Benefits of Generative AI: Using Automated Call Transcription for Better Customer Service

Generative AI has found its place in many parts of contact centers, helping to provide better customer service in many workflows across countless industries. Using it to automate call transcriptions and improve the accuracy and usefulness of transcriptions, is a welcome evolution for many customer experience (CX) leaders.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

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AI in CX: What’s Working, What’s Not, and What Comes Next

The best contact centers have always changed to meet the expectations of their customers, and that’s especially true as AI in CX continues to reshape how those expectations are formed. The full impact of ChatGPT’s launch in November 2022 has been difficult to quantify. The pace of artificial intelligence innovation makes it impossible to plan. What’s new today can feel obsolete tomorrow. It’s equally hard to plan when consumer behavior is caught up in the AI frenzy.

Jon Anderson Senior Director, Marketing

Jon Anderson has worked in contact center marketing for 25 years for several manufacturers – most are still in business. He began in marketing communications and worked his way into technical marketing. He’s also worked from home for 15 of those years and for Five9 since 2018.

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Celebrating Five9 Day: A Moment of Gratitude for Our Partners

Five9 Day is our annual thank-you to the partners who make every customer win, every innovation and every milestone possible.

Kim Hill SVP, Global Sales Organization

With more than 25 years of experience leading global UC&C practices, Kim Hill drives revenue growth and sales excellence as SVP of the Global Sales Organization at Five9 — uniting direct and partner-led teams to deliver measurable outcomes for customers worldwide.