Optimise Contact Centre Operations
The contact centre can be a challenging place to work. Boring one moment and emotionally charged the next. With Five9 Gamification contact centre managers can help to temper this by first identifying and then rewarding agent behaviour to help agents build positive work habits.
- Create games that motivate agents
- Encourage and reinforce agent behaviour with a range of rewards from recognition to cash
- Build positive agent habits across a wide range of contact centre tasks
Avatars let agents express themselves; while coins, currency, badges and other rewards incentivise productivity. Gamification can make work fun – agents can redeem “rewards” at the Marketplace in exchange for goods, event tickets, gift cards, company swag or other items. Gamification fully integrates with the Performance Dashboard, so agents can access their daily performance metrics and easily engage in games and challenges tied to performance goals.
Workforce Management (WFM)
Achieve the right balance between cost and service-level management. Five9 provides tools to forecast contact volume, schedule contact centre staff based on workload, plan for special events, proactively manage intraday change, and ensure real-time schedule adherence.
Five9 partners with leading third-party quality management solutions to deliver end-to-end management of QM processes in the cloud and offer quality assurance. Five9 quality management provides monitoring, interaction recording, and agent quality performance management as well as advanced analytics.
Workforce Optimisation Features
Identify Contact Volume Trends
Predict Future Contact Volumes
Create Agent Schedules
Monitor Agent Schedule Adherence
Automatically Adjust Agent Schedules
Call & Screen Recording
Encrypted Recording Storage
Coaching & eLearning Packages
Sentinel: Learn How Five9 Helped Improve Agent Performance and Supervisor Control
Sentinel agents spend approximately 75% of their time taking inbound calls and the remaining quarter of their time placing outbound calls. Five9 helped get agents up and running more efficiently at the start of the workday and also improved supervisors’ ability to monitor agents on calls.Read Case Study
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Boost Productivity with Five9
Stop wasting time on manual dialing and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Outbound dialling connects agents only to live prospects, maximising calling efficiency.
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Automate agent callbacks using the Disposition Timer and redial feature.
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Now more than ever, the contact centre is the front door for many businesses.
At Five9, we are on a mission to help transform your contact centre to meet customers’ heightened expectations while engaging and empowering your agents to deliver more human experiences.