Contact Center Resources: Get to Know the Five9 Cloud

Blueprint for the Contact Center of the Future uses a metaphor of building your dream home as an approach to selecting a cloud contact center. To start your journey, check out a sample chapter.

The success of your contact center relies on the metrics displayed and shared with key stakeholders. It’s not enough to just say “things are doing great” and move on. Managers must be provided with reports in order to conduct proper analysis of what is working and what isn’t. Share the success and improve upon the issues that have been identified. Read this playbook to learn more!

Contact center managers are tasked with the challenge of balancing staffing levels while maintaining profitability. You want to ensure your contact center is staffed accordingly to deliver a great customer experience. In order to do so, you must look at ways to improve the workload of your agents and optimize their schedules. Read this playbook to learn more!

Delivering a great customer experience starts with your agents but, more importantly, how they are trained. Agents must be empowered to succeed and that all starts within your business. When a new agent is hired, it’s important that they are properly onboarded, trained, and coached for continuous development. Read this playbook to learn more!

Customers today are more demanding than ever and expect nothing less than exceptional customer service when interacting with your business. Agents are on the frontline to deliver brand value and the customer experience starts with them. In addition to having essential tech and people skills, they must also understand how to react and solve complex situations when they face them.