[PODCAST] The Best Mindset for CXOs in the Pandemic w/ Zeus Kerravala

Michael Rose Senior Director, Brand and Corporate Communications

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.

July 23, 2020

Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?

Basically, how much do you think your time is worth?

My friend, Zeus Kerravala, Founder & Principal Analyst of ZK Research, reports that millennials are more likely to go with the first option.

We’re spending more time contacting businesses than ever before. We need solutions for the new work-from-anywhere culture. So, why is it that contact centers aren’t prioritizing the customer’s experience yet?

Why is it still a thing to be on hold for hours on end? And to not even have an alternative method of communication with a business?

Businesses who have yet to invest in the modernization of their contact centers clearly don’t plan on being around for much longer.

To hear my full conversation with Zeus, click here.