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.

Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 2

Customer/Digital Engagement

In my last blog, we discussed how approaching your business from the perspective of the customer and what matters to them will better position your agents to foster great customer experiences. In Part 2 of our 3 part Customer Service Metrics series, we dive into the importance of customer support availability and which metrics to measure.

Ted Jordan VP Customer Service

Solutions-focused, leader with 25-year track-record of success in the Customer Service and contact center arena. Passionate about success in meeting business needs by delivering timely, innovative solutions that drive business growth. He works to educate, motivate and energize his cross-functional teams through empowerment and accountability.

Are Your Customer Service Metrics Customer-Centric or Self-Centric? (Why you can’t be afraid to ask) Part 1

Customer/Digital Engagement

If you’re leading a customer service organization, you know how much metrics matter. But how confident are you that your metrics are measuring what matters to your customers?

Ted Jordan VP Customer Service

Five9 at ICMI’s Contact Center Demo 2018

Events

Viva Las Vegas! Next week, I will head to the bright lights of Las Vegas for ICMI’s Contact Center Demo Conference where I have the pleasure to speak with Emily Cramer, Call Center Technical Project Manager at Penn Foster.

Scott Kolman Senior Vice President, Corporate and Product Marketing

Scott Kolman is the Senior Vice President, Corporate and Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry. Prior to joining Five9, Scott held marketing leadership positions at Genesys, Synchronoss Technologies, SpeechCycle, Amdocs, Lucent Technologies and Octel Communications.

5 Levels of Agent Augmentation [Infographic]

Learn how the 5 levels of Agent Augmentation will shape the future of the contact center!

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.

Five9 at Zendesk Relate 2018

Events

Five9 is excited and proud to sponsor this year’s Zendesk Relate as customer service and customer experience communities come together to learn, network and have fun.

Scott Black

Five9 Culture: It’s In Our DNA

Five9

According to Glassdoor, 85% of those surveyed would recommend Five9 to a friend. So, what is it that makes this company culture so great? There is no one better to hear from than our Five9 employees.

Tricia_Yankovich Senior Vice President and Head of Global Human Resources

The Horrors of Bad Customer Service and How to Avoid It

Employee Engagement

It’s no surprise that bad customer service can make even the most understanding customer run for the hills. To avoid the horrors of bad customer service, below we are sharing our tips for empowering agents to provide great customer service.