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TouchPoint One and Five9 Integration Empowers the Contact Center Workforce #contactcenterworld "Contact centers faced unexpected challenges last year as they shifted some or all of their employees to working from home, accelerating their shift to digital contact center solutions," said Walt Rossi, Five9 Vice President of Business Development. "TouchPoint One’s solutions help solve two of the biggest challenges that come with a decentralized workforce: getting a real-time view of performance and keeping employee engagement levels high." "Since the pandemic started, we’ve seen tremendous growth in our employee engagement features," says Greg Salvato, CEO at TouchPoint One. "With managers no longer able to literally ‘walk the floor,’ our virtual meeting, gamification and coaching modules enable the side conversations, teaching moments and team contests that strengthen relationships and keep the focus on the employee." "Our Five9 investment was critical to our success and now our TouchPoint One investment will take us to another level. We rely on dashboards and scorecards to tell us where we are, and then on the employee engagement features to help us move the dial," said Dave Kercher, Contact Center Director at Sunpro Solar Energy Specialists. "The pre-built integration with Five9 simplified our roll-out and we now have a performance view that aligns with our unique business objectives—all at a lower cost than we expected." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, June 16, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |