Five9 International Study Finds 9 out of 10 Contact Centers Have Increased Focus on Agent and Employee Experience
August 11, 2022 at 09:00 AM EDT
50% are focused on reducing agent/employee turnover and 44% are focused on implementing AI and automation to assist agents
Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced the results of its 2022 International Customer Service Index (CSI) Business Decision Makers Survey, which revealed new customer engagement and contact center workplace trends. Five9 partnered with Zogby Analytics to survey business leaders across 17 different industries to assess their views on the state of customer and agent experience, and for the first time, the CSI Business Decision Makers Survey expanded internationally, into Europe and Canada, to identify global attitudes and trends.
The survey found significant changes in the role of customer service representatives, with 86% of respondents reporting a massive increase in call volumes, 53% flagging the need for more emotional intelligence and empathy during customer interactions, and 43% indicating agent calls are longer and more complex. As a result, 90% of business decision makers are focusing more on their contact center agent and employee experience.
"The global pandemic has forced companies of all sizes to place new emphasis not just on customer loyalty, but on employee loyalty and retention as well,” said Blair Pleasant, President & Principal Analyst of COMMfusion LLC and author of the report. “Where ‘customer experience’ was once the rallying cry for many organizations, ‘employee experience’ has come to the forefront as well.”
, Additional Key findings from the CSI survey include:
“AI technologies are now part of the overall contact center arsenal, providing assistance to agents, customers, and contact center operations,” said Scott Kolman, Senior Vice President of Marketing at Five9. “By embracing collaborative intelligence, where AI and agents work together to enhance each other’s strengths, organizations can improve both customer and agent satisfaction, leading to better business outcomes.”
Since 2017, the Five9 Customer Service Index consumer and business decision maker surveys have provided data and insights to help businesses meet their customers' ever changing needs and expectations. The 2022 results were revealed and discussed during Five9 CX Summit, which took place Aug. 9-11, in Las Vegas.
Read the full report to see how priorities and attitudes vary across regions, industries and company size.
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.
For more information, visit www.five9.com.