How do you transition more than 100,000 contact center agents to a work from home setup? And, do it without sacrificing the customer experience?I recently interviewed Five9 President, Dan Burkland, about how contact centers can stay safe while providing internal and external customer support during the COVID-19 pandemic.For Five9, cloud-based solutions have proven their worth 100,000 times over.In fact, contact centers who are cloud-based are finding an easier transition as agents move to work from home, where many legacy premises customers are scrambling to implement workarounds during this crisis.Thankfully, we at Five9, are no strangers to business continuity management and implemented a FastTrack program for new customers to be up and running within 48 hours.“The number one item critical to any contact center is making sure that it’s available and it’s there to serve their customers in a fashion they’re used to,” says Dan.While a lot of companies will need to dissect their response to this “new normal”, there are still plenty of things that can be done, right now, to keep the customer experience positive and empowered.You can hear the full episode with Five9 President Dan Burkland here.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
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