Unified Communications and Collaboration

Take Charge of Your Data: 7 Key Contact Center Metrics Explained

Posted by Five9 Blog Team on Sep 12, 2017 2:32:00 PM

Originally posted on Five9: Many companies embrace the value of "commitment to continuous improvement."  What we measure, improves. The only way to gauge how your people, processes, and technology are delivering on your strategic and business objectives is to benchmark key performance indicators (KPIs), track them rigorously, make operational adjustments, and measure the results.

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Topics: Ucaas, UC Integrations, Cloud Contact Center, Virtual Contact Center, ccaas

Survey Results: Benefits of CCaaS Deployments

Posted by Five9 Blog Team on Sep 5, 2017 2:32:00 PM

Originally posted by Five9:
We all know the Buyer's Journey, right? It's the three stages of a suspect's journey to becoming a customer: first there's awareness of a need, then consideration of options, and finally making a buying decision.

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Topics: Cloud Contact Center, ccaas, ccaas deployment, benefits

4 Contact Center Pain Points & How to Fix Them

Posted by Five9 Blog Team on Jul 4, 2017 2:32:00 PM

Originally published by Five9:
Your C-suite has aggressive plans to grow sales, service standards, customer satisfaction, and your company's bottom line. Keeping ahead of their expectations requires keeping your eye on today's trends in technology and operational strategy.  

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Topics: Cloud Contact Center, Virtual Contact Center, trending technology, call center, problems, pain points

Keep Your Customers Satisfied With Contact Center Call-Back Technology

Posted by Eric Lee on May 25, 2017 11:39:15 AM

No one likes being placed on hold for a significant amount of time. Some customers will hang up after they have been placed on hold for two minutes. One of the best ways to deal with this type of problem is to make the capacity of your agents better than it has been. 

If your contact center has experienced an increase in call volume, hiring more call agents may mean you will experience higher idle time among your agents. Hiring more agents will also mean that you will experience an increase in costs because you have added more people to the team.

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Topics: Contact Center, clarity connect, Five9, Cloud Contact Center

Blended Cloud Contact Center

Posted by CallTower Blog Team on Apr 6, 2017 2:32:00 PM

Triple your Productivity while Improving Customer Satisfaction

Get all the benefits of feature-rich, on-premise systems with none of the hassle. The Five9 Virtual Contact Center (VCC) suite gives your people the tools they need to make powerful customer connections while delivering the results your business requires.

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Topics: Contact Center, Five9, Cloud Contact Center, Virtual Contact Center

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