Customer Service Blogs - Contact Centre Best Practices

Five9 Blogs

Gain new perspectives on AI, CX, and cloud technology here on our blog. With new contact centre blogs and best practices, Five9 continually offers industry guides and tools for customer experience to provide new insights to your customer service team.

Group posing together on stage in formal attire, celebrating Five9 winning the Sandler Summit award.

Five9 Recognized with Two Major Honors at Sandler Summit 2025

Five9 honored at Sandler Summit 2025 as Top CX Provider and National Channel Manager of the Year, highlighting success with Sandler Partners and beyond.

Jennifer Kuipers RVP of Channel Sales

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Beyond Human Limitations: Why Traditional Quality Management is Breaking Down in the Modern Contact Center

The contact center is no longer a place where human effort alone can keep pace. Every day, agents manage thousands of interactions across voice, chat, social, and video. Customers expect each of those touchpoints to be seamless, personalized, and outcome-driven.

Abhijit Salvi VP, Product Management

With deep experience building AI-powered platforms at DocuSign, Observe.AI, and now Five9, Abhijit Salvi transforms complex technology into simple, powerful solutions that elevate how businesses connect with their customers.

3 Effective Cold Call Scripts for Agents

Customer Experience (CX)

Over the past few decades, how businesses sell has changed more than you might think. Sure, back in the 1950s, door-to-door salespeople roamed neighborhoods, hoping to catch someone at home to pitch the latest products, like new plastic storage solutions.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

A person with curly hair holds a phone and a credit card, looking focused.

Inflation, Deals, and Divide: What’s Driving 2025 Holiday Shopping

The holiday shopping season continues to creep earlier each year, and 2025 is no exception. According to new Five9 consumer survey data, nearly 20% of consumers say they’ve already started shopping for the holidays, while another 31% plan to start in the coming weeks - well before Black Friday. Inflation and the search for deals are driving holiday shopping consumer behavior and inspiring shoppers to spread out their spending and lock in savings where they can.

Hannah Blackington Director, Corporate Communications

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What It Means for Agents When Your WEM Platform Wins Awards

Agents are at the heart of every customer interaction — and often at the breaking point. They juggle rising expectations, disconnected tools, and back-to-back conversations, all while trying to deliver the kind of service that keeps customers loyal.

Laura Mackey Director, Analyst Relations

Laura Mackey, Five9's Director of Analyst and Influencer Relations, has over 24 years of experience building trusted B2B tech relationships. She owns Five9’s global AR strategy and launched the CX Nation influencer community.

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Experience the New CX — Why I’m Excited for Five9 CX Summit 2025

Discover five reasons to attend the Five9 CX Summit and Experience the New CX—from VP CX Jenn MacIver Edwards.

Jenn MacIver Edwards VP of CX

Celebrating the Finalists of the 2025 Five9 New Era of CX Awards

CX Day is the perfect time to announce the finalists for the 2025 Five9 New Era of CX Awards. I can’t think of a better moment to celebrate the incredible leaders and teams shaping the future of customer and employee experience — leaders who are transforming service, empowering employees, and proving that when AI and human ingenuity come together, extraordinary things happen. From healthcare and financial services to retail and beyond, this year’s finalists are setting new standards for connection and growth.