How to Use Five9’s ETL Integration to the Fullest
Emma Kessinger
February 18th , 2020
Cloud contact centers are the future of customer service. But without an ETL tool like ETLrobot, you could be leaving valuable customer call data on the table.
Five9 provides cloud contact center software. With a mission to motivate organizations to modernize their contact centers into customer engagement centers, it serves both inbound and outbound centers.
When you integrate Five9 with an ETL solution like ETLrobot, you can get a handle on many important metrics, including:
- Call duration
- Calls per representative
- Calls per customer
- Calls per day
- Devices used on call
With ETLrobot’s Five9 integration, you can do more than check average call times. Here’s how to use the tools intelligently together:
1. Experiment.
Once you have your Five9 data, decide which metrics you want to adjust. Is your self-service guide helping customers answer their own questions? Check call volumes the week before and after you publish it.
Think, too, about employees’ skills. Is a certain representative taking fewer calls than others but posting higher customer satisfaction scores? Perhaps that person could be better utilized as a customer experience manager.
2. Don’t forget about qualitative data.
If you use Five9’s omni-channel features, you might get a lot of text-based customer comments. Why not pull those into a database for further review?
Regressions are good for checking correlations between quantitative variables, but you’ll want to use different visualizers for qualitative information. A word cloud, for instance, can tell you which terms or phrases come up most often. If you see “confusing web site” come up a lot, for example, you might ask whether the navigation features on your site could use some work.
3. Embrace partner services.
Five9 partners with companies in the CRM, workplace, management, and telephony spaces. If you manage to reduce call volumes via that e-book, perhaps you could trial a chatbot. If you operate a small business and significantly boost your number of customers, it might be time to invest in a CRM system.
Be sure to track KPIs before and after that shift. If your chatbot stops working one week, you might get wind of that through a spike in call volumes. Using a CRM tool might be the cause of increased customer satisfaction or shorter call durations.
With Five9’s ETLrobot integration, you can get granular with the cloud contact center data that matters most to your business. And because labor costs are the single largest type of expense most companies face, you can use those insights to help you reach more customers. More data, lower costs, and happier customers — what’s not to love?
