Call Center On Demand Featured Articles

Does Your Call Center Celebrate the Customer?

October 16, 2014

By Susan J. Campbell,
TMCnet Contributing Editor

How do you celebrate National Customer Service Week? Do you put certain promotions in place to show your customers how much you appreciate their business? Do you send thank you notes to your biggest clients, thanking them for supporting you in a successful year? Or, do you champion those on your team who help you deliver the great customer experience?

Call center on demand provider, Five9 (News - Alert) is celebrating National Customer Service Week by spotlighting some of its rock star employees, recent customer service achievements and just plain fun. Let’s take a look at some of their activity and how you might take a few cues from this heavy hitter when designing your own customer service strategies.

Perhaps one of the most fun things about Five9’s efforts to celebrate some of their employees is the fact that the recognition originally came from customers. A few individuals went above and beyond the call of duty, to the point that the customer believed it was worth celebrating:

Marinel Tayong, PS Support Specialist, Five9 – the customer Marinel helped described her as very knowledgeable and computer savvy. She not only took her time with the customer, she also demonstrated patience, making the integration process effortless and comfortable.

Gabby Balajadia, Implementation Manager, Five9 – every scheduled call was 100 percent on time and Gabby always demonstrated a positive attitude and great knowledge of a complex system.

Carl Chavez, Implementation Manager, Five9 – the setup was painless and the service was exactly as promised. Both support and product are truly outstanding.

Jeffrey Gonida, Implementation Manager, Five9 – If all personnel at Five9 are half as good as Jeff, I can see why they are the largest in this space.

The first annual PACE CXE Awards also recognized Five9 with the Innovation Award in Social Media. The company demonstrated the ability to effectively manage social media channels, handling each interaction with professionalism and treating each interaction as an opportunity to connect directly with customers.

This list demonstrates that this call center on demand provider is focused on walking the walk and talking the talk when it comes to the customer experience. It’s more than just promoting a quality experience – it’s actively recognizing the efforts put forth by a dedicated team to achieve the desired results. By celebrating these achievements, the company demonstrates its commitment to the customer experience and the value each and every interaction represents for the brand.


Edited by Stefania Viscusi