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.

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How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Guest Post by Joanna Jones of MHI Global: With customer service trends changing at lightning speed it is sometimes easy to miss the straight forward task of delivering excellent customer experiences. Take for instance call-back systems. It doesn’t matter how much money is invested in infrastructure and training agents if your customers are abandoning their calls out of frustration because of long wait times.
Five9
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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4 Tips for Diffusing Customer Anger

Guest Post by Joanna Jones of MHI Global. Contact center agents often take the brunt of angry customer interactions. As self-serve options become increasingly common, the reasons behind a customer communicating through phone or chat are changing. What this means for the contact center is...
Five9
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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How to Prepare Your Organization for Cloud

Realizing the benefits of cloud is one thing, but getting your organization ready for it is another. Here are 4 tips to help you determine what to focus on when preparing your organization for the cloud:
Liz Osborn
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Who Are Today's Contact Center Agents?

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions. ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.
Five9
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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If all you have is two cans and a string, how can you create a great customer experience?

It's all about the tools you have on hand to do the job well. It's the same with contact center agents. If they are given complicated screens with incomplete information and outdated technology, how can they be expected to provide an excellent customer experience?
Liz Osborn
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3 Reasons Why Customer Satisfaction Starts With The Agent Experience

As a contact center manager, you’re always seeking to balance two separate factors: You want your agents to provide a superior customer experience, and you want them to perform as cost-effectively as possible. With these twin goals in mind, you probably monitor such metrics as first-call resolution and average call handling time. The fact is, however, that the most important basis for both customer satisfaction (CSAT) and agent performance is the general well-being of your contact center agents. A recent ICMI study shows:
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Mayur Anadkat
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Agent Apathy: Your Company's Achilles Heel?

Companies with a reputation for excellent customer service become the gold standard that everyone measures themselves against, for example, Amazon.com and Virgin America. Their excellent service and the low effort required for customers to get answers sets them apart from their competitors and builds raving fans out of their customer base. Yet the needs of contact center agents in any industry – the very people responsible for nurturing the customer experience – are often overlooked.
Liz Osborn
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