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Why Scheduling Should Be a Top Priority In Your Contact Center

For some contact centers, coverage can be a big issue. Too many agents costs too much. Too few agents costs even more—in lost sales and lost loyalty. So predicting demand and staffing to match isn't just important—it's crucial. Here are a few reasons why you should pay attention to agent scheduling:

7 Best Practices for Coaching Contact Center Agents

So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good. But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom. Here are 7 tips to consider when looking to improve your agent coaching strategy:

Five9 Employees Go Above and Beyond

Five9 Employees Go Above and BeyondFive9 is proud to announce that employees throughout the company are going above and beyond in their dedication to the contact center industry.

One App, Multiple Channels: The Holy Grail

This article was originally posted on No Jitter, here.

We explore best practices in the orchestration of disparate customer contact channels on mobile apps.

Bridging the Multichannel Customer Service Gap [INFOGRAPHIC]

Parts of this post were originally posted on the Zendesk blog here. Consumers feel that companies are failing to provide a seamless, integrated, and consistent customer service experience across all channels, especially as more and more shoppers use multiple devices to make purchases and seek help. This Zendesk infographic explores the gap between consumer expectations and what shoppers experience in the real world.

How the Cloud Has Changed Mother's Day

Heart_cloud Yesterday was Mother's Day and as expected many of us were making a mad dash to chocolatiers, scheduling brunch reservations, and of course, visiting flower shops. Similar to the holiday season, lines at retail stores were longer, parking lots were packed, employees seemed frazzled, customers were frustrated, and supply was quickly dwindling.

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