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The Virtuous Intersection (part 2)

 The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability.  Cloud l

The Virtuous Intersection (Part 1)

The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability. 

Why Cloud, when TCO Analysis Doesn't Always Favor Cloud?

The following post is from guest contributor, Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith.

cloud shaped like dollar sign

Blended Community and Social for Customer Care

By Edwin Margulies Peer-to-Peer Community software has proven to be a great way to leverage the power and knowledge of your customers, advocates, and experts in a collaborative way.

Social Customer Service Agent Retention - Start by Eliminating the Spam

by Lance Fried Agent retention has long been one of the most important topic conversations for contact center managers and supervisors. Recruiting and training expenses alone can cost an organization a fortune. Not to mention the ongoing agent morale issues that go hand in hand with high agent turnover rates. Social agent turnover and the costs associated with high rates are caused by new fundamental channel-specific issues that traditional contact center management have to now consider.

Growth Hacking Meets Customer Service

By Edwin Margulies The principles of growth hacking are extensible and can be applied to the realm of customer service.

Multi-Layer Dispositioning for Social Care

By Ed Margulies A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems.

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