Five9 Blogs

Today’s modern consumers have incredibly high customer service expectations. And, if those expectations are not met, consumers not only stop doing business with a company, they become enraged and retaliate.

Strategies for success from the ICMI Call Center Demo & Conference

By Edwin Margulies & Sarah Rolfing The holy grail of customer service: "A comprehensive and preferred-channel engagement experience for customers." And now we're much closer owing to the acquisition of SoCoCare by cloud contact center soft

There are many best practices or measures your company should take when it comes to providing stellar social customer service. Listening for brand mentions and establishing response and measurement strategies are good places to start. But how about the things you shouldn’t do?

Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.[1]

An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year.[2]

With the addition of SoCoCare, call centers that use Five9 can treat requests for customer service from social channels similarly to incoming phone calls.

This blog was originally posted on blog.nexidia.com by Jon Ezrine.

By Lance Fried