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.

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3 Things to Consider Before Embarking on Your AI Journey

AI & Automation

SumUp transformed CX with Five9 AI—boosting self-service by 10% and halving call volume. Here’s how to start your AI journey the right way.

Thomas John, VP Channels EMEA & Steve Blood, Vice President, Marketing

A smiling man wearing headphones in a contact center with a woman in the background.

Understanding and Managing Shrinkage in Contact Centers

Contact Center Management

Learn what shrinkage metrics mean in contact centers, why they matter, and how WEM tools can help reduce inefficiency and improve performance.

Tim Richter Sr Dir, Product Marketing

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Unlocking the Future of Customer Experience with Five9 Genius AI and IBM watsonx

Learn how Five9 Genius AI with IBM watsonx delivers intelligent, scalable, and human-centered CX—boosting efficiency, personalization, and trust.

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.

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Five9 Named to 2025 Fortune Best Workplaces in the Bay Area List

At Five9, we believe culture isn’t just a collection of values on a wall—it’s how we show up for each other, every day. It’s built in the conversations we have, the support we give one another, and the deep sense of purpose we share. Our mission to enable meaningful customer experiences is only possible because of the commitment, creativity, and care our employees bring to work.

Tricia Yankovich Chief People Officer

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The CX Awards Playbook: 6 Customer-First Strategies From the Boldest Brands in the Game

Searching for a way to level up your CX? Take a peek at these six award-winning customer-first strategies from some of the boldest brands in the game.

Jenn MacIver Edwards VP of Customer Experience

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Gen Z and the AI Customer Service Paradox: Speed vs the Human Touch

We recently conducted a fascinating study that revealed a paradox in how Gen Z views the role of AI in customer service. While 60% of these young consumers love the speed and convenience of AI-powered chatbots, they still crave a human touch for complex issues.

Hannah Blackington Director, Corporate Communications

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Certified on ServiceNow Yokohama: Five9 Unlocks Smarter CX

We’re excited to share that the Five9 Intelligent CX Platform is certified on the ServiceNow Yokohama release—available now in the ServiceNow store. This certification isn’t just a checkbox—it’s a commitment to empowering organizations with smarter, more connected customer experiences.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.