Five9 Blogs

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

Will Self-Service Eventually Replace the Live Agent?

When it comes to customer service, as consumers, we can do a lot on our own thanks to the copious amounts of technology at our fingertips. In fact, most of us tend to prefer self-service to relying on a live connection to help us reach a solution. According to a recent consumer survey commissioned by Nuance Enterprise, 75 percent of respondents said self-service is a convenient way to address customer service issues. Just think about how much...

Liz Osborn

3 Training Tips for Contact Center Agents

Employee Engagement

Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agents need quick access to customer history, billing and shipping information, and current service and product information.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

Customer/Digital Engagement

In June 2015 Susan Hash of Contact Center Pipeline conducted a Q&A interview with our very own Liz Osborn. The topic? All things omnichannel. Last week we published the first part of the interview, covering top omnichannel challenges, how to get started, prioritizing contact channels, and what to measure. In this week's post Liz covers omnichannel performance monitoring, impacts on customer service staff, necessary resources for implementation, and one final piece of advice.

Five9

The Omnichannel Contact Center: Q&A with Liz Osborn

Customer/Digital Engagement

The omnichannel contact center -- How do you get there? What are the first steps? Where do you focus your resources? How do you measure it? Liz Osborn, Five9 VP of Product & Solution Marketing, reviews these topics and more in her Q&A session with Susan Hash of Contact Center Pipeline.

Five9

4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

As we've discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position. Here are four key characteristics...

Five9

3 Questions to Consider Before Asking Agents to Up-sell

Employee Engagement

Guest Post by Joanna Jones of MHI Global. Asking contact center agents to up-sell or cross-sell while interacting with customers sounds simple enough, but the reality of up or cross-selling is not as easy as it sounds. As profits continue to be squeezed from all directions, it is natural for companies to look for ways to sell more product or service. When done well, your contact center can generate...

Five9

A Critical Disconnect: If Customer Satisfaction Really Matters...

Employee Engagement

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Recent research from ICMI indicates that customer satisfaction (CSAT) is the most important agent metric to contact center leaders, agents, and customers alike, BUT...

Liz Osborn

Five9 Blogs

Will Self-Service Eventually Replace the Live Agent?

3 Training Tips for Contact Center Agents

The Omnichannel Contact Center: Q&A with Liz Osborn [Part 2]

The Omnichannel Contact Center: Q&A with Liz Osborn

4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

3 Questions to Consider Before Asking Agents to Up-sell

A Critical Disconnect: If Customer Satisfaction Really Matters...

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