Outbound Call Center Featured Article

Five9's Training Sessions Key to Call Center On Demand Literacy

By Chris DiMarco
TMCnet Managing Editor

Because the service they offer is sold on a subscription basis, effectively training agents is a major area of focus for on demand call center providers. Companies owe it to their customers to not only continue to improve the capabilities of their products, but also to help customer comprehend them. For Five9 (News - Alert) ensuring that customers have continued support is not simply a matter of a few training videos or online classes, it also includes an extensive program that rewards completion with administrative certification.

According to Five9, “Knowledgeable administrators and supervisors are vital to your call center's success. Our online training program provides a solid foundation for day-to-day activities in the call center and charts a course for ultimately becoming Five9 certified. Five9 offers live, online, instructor-led training sessions focused on the specific virtual call center functionality that your administrators and supervisors need to effectively manage your call center.”

Training call center supervisors for software fluency ensures they have full capacity at their disposal. It also reduces the amount of time that Five9 needs to spend instructing new users on the ins and outs of their software.

Five9 currently offers five on demand call center training seminars and another three certification tracks. The certification tracks require the completion of a capstone exam to pass and have a more involved and interactive approach than the single sessions. These informational online seminars can quickly improve the understanding of software to supervisors and administrators, allowing them to better support all roles in the call center.

Five9’s approach to the training process helps administrative understanding and galvanizes a relationship with the client. By supporting customers and understanding that the transaction doesn’t end at the sale, Five9 is likely to continue what has been an already stellar year for growth.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Stefanie Mosca