Five9 Webinars

HBR Webinar: How to Use Customer Data to Actually Help Customers

To date, companies have often used customer data to help the company for purposes such as targeting, segmentation, or pricing. But imagine if companies actually used their customer data to help customers and provide them with even greater value.

John Hagel III has imagined this, and on July 8th, will lead a live, interactive webinar on how companies can use their customer data to build trust and increase the value they provide to their customers.

Hagel will describe how organizations can:

      • Use data they already have to benefit customers

      • Think about the whole customer, across the whole life cycle

      • Prepare to refocus operations

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience
Wednesday, July 8th 12:00 pm ET
Register

Cyber Security Best Practices Webinar: Protect Your Customers’ Data From Anywhere

68% of business leaders feel their cybersecurity risks are increasing. With sensitive customer information, such as credit card and social security numbers, contact centers are prime targets for hackers. As more customer service agents continue to work from home, protecting your customer’s data has never been more critical.

On July 21st at 11 AM PT, join Dave DeWalt, the most widely recognized cybersecurity business leader, and Rowan Trollope, CEO of Five9, to learn about the proper policies you need to secure your cloud contact center and steps your work-at-home agents can take from home to stay ahead of cybercrime.

In this executive webinar, you will learn:

    • Why protecting customer data in the cloud is safe

    • Best practices to mitigate the risk of security breaches

    • Top cybersecurity trends

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience
Tuesday, July 21st 11:00 am PST
Register

Reinventing the WFH Environment: Optimizing the Supervisor & Agent Experience

As the pandemic pushes more customer interactions online, contact centers must reinvent the work-from-home experience in order to successfully navigate the new customer service landscape. Therefore, supervisors must be equipped with the right tools, not only to overcome common WFH challenges, but to also optimize agent engagement and performance.

Join Robin Gareiss of Nemertes Research and Peter Milligan of Five9, as they share the latest research regarding companies moving to a remote work force and discuss best practices that will help your contact center employees overcome remote work challenges. 

In this webinar, you will learn:

      • The largest challenges that remote agents have encountered in working from home, and how to address these

      • Features and functions within contact center systems that can help improve the agent experience and thus provide better customer experience

      • Best practices for supervisors to best manage their remote agents

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience
Wednesday, July 29th 11:00 am PT
Register

On-Demand Webinars

How Contact Centers Can Thrive in the New Work Environment

Join Contact Center Analyst, Blair Pleasant and Michael Rose of Five9, to learn about top contact center priorities required to thrive in the new work environment.

Webinar

How to Create Customer Relationships that Outlast Any Crisis

Join Shep Hyken, customer service and experience expert, to learn how to protect long-term relationships with your customers.

Webinar

Executive Webinar: What's Next For Customer Communications

Join Rowan Trollope, CEO of Five9 and Eric S. Yuan, CEO of ZOOM, to learn how COVID-19 will change the future of our work environment and accelerate the adoption of cloud communications.

Webinar