Richard Snow's Analyst Perspectives

Five9 Launches Global Engagement Center

Posted by Richard Snow on Sep 3, 2017 10:00:54 AM

Our benchmark research into next-generation customer engagement shows the telephone is far from dead as a channel of customer engagement. Although the research shows other channels are likely to grow more quickly over the next two years, nearly half (46%) of organizations said they expect to see significant or some growth in the volume of calls they need to handle. So, as well as supporting additional digital channels of engagement, organizations must ensure the way they handle calls meets customer expectations. Primarily this means that there are no delays, voice quality is good and customers get consistent responses no matter who they engage with.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization