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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5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

Contact center outsourcers greatly benefit from leveraging modern technology solutions that help them provide and manage turnkey customer engagement programs. More and more outsourcers are discovering the advantages and flexibility that CLOUD contact center software can provide. Here are just a few examples of what the CLOUD enables contact center outsourcers to do:
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 Increase Efficiency and Quality with Call Recording and Monitoring

Recording interactions is the first step toward helping agents become more efficient and deliver higher quality interactions. Recordings can be used for coaching sessions with agents... for training new agents... for transitioning a current agent to a new role or program... and overall, call recording can provide the basis for analyzing interactions to learn what works best.
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.

8 Tips for Ensuring Agents Excel in a Multichannel Environment [CHECKLIST]

ICMI research shows 86 percent of consumers want the freedom to choose their favorite channel to connect with businesses -- and their satisfaction levels rise when they're given that choice. Put processes into place and take advantage of technology tools to transform your best agents into multichannel powerhouses. Here are some tips to get you there:
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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5 Ways to Boost the Fun Factor in Your Contact Center

Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles—and they’re less likely to depart for greener-looking pastures. Here are a few ideas for livening things up in your contact center:
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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Top 5 Qualities to Look for When Hiring an Effective Super-Agent [CHECKLIST]

With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents. Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice. Here is a checklist of skills to look for when on the hunt for an effective super-agent:
Sarah Rolfing

Why Scheduling Should Be a Top Priority In Your Contact Center

For some contact centers, coverage can be a big issue. Too many agents costs too much. Too few agents costs even more—in lost sales and lost loyalty. So predicting demand and staffing to match isn't just important—it's crucial. Here are a few reasons why you should pay attention to agent scheduling:
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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7 Best Practices for Coaching Contact Center Agents

So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good. But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom. Here are 7 tips to consider when looking to improve your agent coaching strategy:
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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