Name: The Metrics Gap: Your CX Strategy Suffers Without Tracking These Key Metrics
Start: 2022-05-24T15:00:00Z
End: 2022-05-24T15:01:00.000Z
Location: BrightTALK
Rating: 5

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.  

Historically, contact center attrition rates have always been higher than other professions due to the repetitive and monotonous nature of the work (around 30-45%.) The great resignation has caused these rates to increase even more over the past few years. So how do we solve for this? 

Well, there is a common misconception that implementing AI into your contact center will eventually replace your agents. In fact, automating these tedious and repetitive tasks with AI will help your agents become more engaged. Why? Because AI and automation allow your agents to work on higher-value, more rewarding work. The result - happier agents and happier customers. In fact, did you know that 76% of IT decision-makers agree that automating more customer support tasks would benefit their workforce? 

In this live, in-person discussion, our speakers will explore the critical link between implementing AI into your contact center and creating happier, more productive agents, helping you beat the attrition problem and create a more engaged and sustainable workforce.  

Join this webinar to learn: 
How AI can be leveraged to improve agent engagement 
How increasing agent engagement and happiness creates greater customer loyalty  
How AI and automation are changing the game for workforce optimization solutions

How to Use AI to Improve Agent and Customer Happiness

7 out of 10 consumers expect companies to know their history regardless of the method of communication. However, 8 out of 10 will stop doing business with a brand after just one bad customer experience. It has never been more crucial to keep up with customer expectations, create personalized experiences and make sure your customers feel known and valued. 

Five9 CRM adapters provide your agents instant access to your customers' information and history, allowing them to engage with the customer in a personalized and efficient way. Five9 offers pre-built integrations with leading CRM solutions creating a powerful combination of contact center capabilities and CRM data that maximizes your existing investments, increases agent productivity, enhances the customer experience, and gives your organization a competitive advantage.

In this webinar we will demonstrate how Five9 operates within Salesforce, ServiceNow, Microsoft, Oracle and Zendesk. Have a custom CRM? No problem Five9 APIs enable you to integrate with your homegrown systems and still create a seamless experience. 

So, what can you expect to get from integrating Five9 and your CRM: 
Agents get a “single pane of glass” to access customer information and history
Calls are automatically logged after each interaction to ensure complete history
Your customers get the same personalized experience across voice (inbound/outbound), messaging (chat, SMS, social), and email.

Demo Webinar: See Five9 Adapt to Your CRM

Here at Five9, we take customer experience seriously.  We know that by providing exceptional experiences to our customers, they can provide exceptional experiences to theirs.

Although implementation is a huge part of switching solutions, we know that it’s not the end of the story. Post-implementation optimization is a step often overlooked in the industry. But not at Five9. The Five9 Technical Account Management (TAM) organization are experts who partner with our customers, advise their unique organization, share call center best practices, and plan for effective implementations. 

Watch this Ask the Experts webinar to hear from VP of Technical Account Management, Jason Baruch, on how Five9 provides exceptional, white-glove service to its customers by:
- Partnering with customers to optimize the Five9 call center software solution
- Continually seeking opportunities to increase customer satisfaction and deepen client relationships 
- Playing a key role on projects and advising C-level clients on call center best practices and how to implement them

Ask the Experts: How Five9 Becomes Part of Your Extended Family

Customers expect to be able to communicate with your brand on any channel they choose. According to the Five9 Customer Service Index, while voice is the channel of choice for many, customer communication preferences are shifting to digital channels faster than ever, with a 26% increase YoY.  According to IDG, 44% of companies that have already moved to a digital-first approach have a leg-up on their competition. 

By leveraging Five9 Digital Engagement, your customers can communicate with your brand seamlessly on any channel. Whether it be voice, email, SMS, webchat, video, or social messaging apps, Five9 preserves each customer's interaction history allowing agents to provide answers and support when and how customers demand.   

In this webinar we will demonstrate how a business can use Five9 Digital Engagement to: 
- Communicate with their customers via chat, social media, and SMS 
- Elevate interactions from self-service to 1:1 agent engagement  
- Provide seamless, exceptional customer experiences

Demo: Elevate the Conversation with Five9 Digital Engagement

In the last decade, we’ve witnessed major technological advances in AI and automation. The art of the possible in the contact center has become a reality as we’ve witnessed the emergence of intelligent virtual agents (IVAs), automated backend systems, and more. As businesses look to create more human and empathetic customer experiences, they need to combine the power of human and digital voices to create a scalable and empowered workforce. Creating a positive experience across all channels from chat to voice is a must if you want to succeed in the future of CX.  

In this webinar you’ll hear from Five9 EVP of Product Management, Callan Schebella, AT&T AVP of Voice & Collaboration Kennedy Pereira, and GlobalData Principal Analyst Gary Barton to learn: 

What the Voice Experience is and why it’s more than just a dial tone 
How Five9 and AT&T are looking to enhance voice technology to create more engaging customer experiences 
Why intelligent virtual agents are a game changer for digital voice 
How the convergence of digital and human voice is driving exemplary customer experiences

The Future of AI, Automation, and the Voice Experience

People expect personalized, consistent, and fast answers. Static website FAQs are quickly becoming a thing of the past. According to Five9’s Customer Service Index Report, people rank phone as their #1 channel of choice for general customer service issues, but that doesn’t have to mean always connecting with a live agent.  

By leveraging intelligent virtual agents, people can quickly obtain answers to frequently asked questions on their own, freeing your agents to work on more complex issues. Five9 IVAs use intent mapping to understand and answer your customers' FAQs and can even provide proactive follow-up actions based on need. 

In this webinar, we will demonstrate three ways a single business can use the Five9 Intelligent Virtual Agent to streamline conversations with:   

Employees: addressing questions about benefits and open enrollment  
Customers: going above and beyond the FAQ answer  
Business Partners: delivering a self-service experience on every channel

Demo Webinar: How to Use IVAs to Streamline and Personalize Your FAQ Experience

According to Gartner, 72% of CX leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes, despite their access to data. Additionally, 80% of companies’ data goes unused.  
  
A divide between your customer data and your contact center can create chaos for your customer experience (and your agents). Customers expect a personalized and seamless interaction with your company, and when used effectively, customer data can help your organization provide exceptional customer experiences that increase loyalty.  
  
Join Five9 CEO, Rowan Trollope, and Executive Vice President, Advertising and Customer Experience of Oracle, Rob Tarkoff, in this live fireside chat moderated by Five9 CMO, Genefa Murphy, as they explore this critical link between customer data and creating exceptional customer experiences.

  
Join this webinar to learn:    

How to identify and collect relevant customer data   
Common mistakes companies make when leveraging customer data   
What the ideal customer experience looks like when companies utilize relevant customer data

How to Use Customer Data to Create Customer Loyalty

Metrigy CEO and Principal Analyst, Robin Gareiss, and Five9 Chief Marketing Officer, Genefa Murphy, will show you how to obtain and leverage the right metrics to boost customer experience and gain a competitive advantage. Backed by several studies with more than 2,000 IT, CX, and business leaders, Robin will give you real-world advice on what’s making top companies so successful. 

During this webinar, Genefa and Robin will discuss the following:
- What are the top 5 KPIs you need to be measuring now?
- How can you take those metrics and drive change within your organization?
- To what extent do sales quotas play a role in the contact center, and which metrics should you focus on?
- How can you correlate agent performance metrics with customer feedback to supercharge business success?
- What technologies can automate and improve the process of data gathering and analysis?

The Metrics Gap: Your CX Strategy Suffers Without Tracking These Key Metrics

Contact Center

Call Center

Artificial Intelligence

Customer Care

Customer Engagement

Metrics

KPIs

Agent Productivity

Analyst Research

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The Metrics Gap: Your CX Strategy Suffers Without Tracking These Key Metrics

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Five9