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Articles by Richard
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Why Contact Center Providers Sell Virtual Agents Over Live Agent Seats
Why Contact Center Providers Sell Virtual Agents Over Live Agent Seats
By Richard Dumas
Activity
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Congratulations to my Five9 colleague and friend, Virginia Anderson, on her retirement from Five9 and work life. You, your smile, and energy will be…
Congratulations to my Five9 colleague and friend, Virginia Anderson, on her retirement from Five9 and work life. You, your smile, and energy will be…
Liked by Richard Dumas
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Way too many people out there think that AI is a “cure-all” medicine that magically convert data nightmares into insightful dreams. (picture source:…
Way too many people out there think that AI is a “cure-all” medicine that magically convert data nightmares into insightful dreams. (picture source:…
Liked by Richard Dumas
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#Five9 released new insights and best practices designed to help healthcare organizations leverage AI to exceed patient and member expectations…
#Five9 released new insights and best practices designed to help healthcare organizations leverage AI to exceed patient and member expectations…
Liked by Richard Dumas
Experience & Education
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Five9
View Richard’s full experience
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Publications
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What the Solar Industry Can Teach You About Social Selling
Adweek, Social Times
See publicationWhen a business can turn product marketing into something that’s not just about selling features, but rather into a cause that their target audience feels passionately about, they can ignite a powerful word-of-mouth movement.
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Lowering Solar Customer Acquisition Costs With Phones, Software and the Cloud
GreenTechMedia
See publicationA perspective from Richard Dumas of Five9 on lowering the costs and complications of winning new solar customers in the U.S.
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Why Phone Calls Are the New Mobile Conversion
NoJitter.com
See publicationAs more consumers use smartphones to search for information while on the go, advertisers are embracing a new (old) way to connect with consumers by turning mobile searches and mobile ads into high-value phone leads.
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Social Media Customer Care: Whose Job Is It Anyway
Adweek - Social Times
See publicationOne of the main reasons brands fail to respond on social media is confusion over whose responsibility it is to respond.
Historically, responsibility for social media has fallen to marketing, PR or corporate communications. That made good sense because social was used primarily as way to build brand awareness and encourage word-of-mouth marketing.
However, brands have realized that social media is not just a promotional tool, but also a channel for customer care. It has become…One of the main reasons brands fail to respond on social media is confusion over whose responsibility it is to respond.
Historically, responsibility for social media has fallen to marketing, PR or corporate communications. That made good sense because social was used primarily as way to build brand awareness and encourage word-of-mouth marketing.
However, brands have realized that social media is not just a promotional tool, but also a channel for customer care. It has become crucial to ensure that the right department (or person) can respond accurately and effectively. In many cases, that’s not a marketer, but rather someone in sales, billing, tech support or customer service.
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Why Brands Don’t Respond on Social Media
Adweek - Social Times
See publicationIf you’ve ever used social media to ask a question, look for information or vent your frustration about a product or service, you may have wondered why your post was met with silence. Maybe another consumer responded with a suggestion, but where was the brand that was the subject of your ire? Why didn’t they reach out to help solve your problem? Given that so many people now use social media to discuss products and services, why aren’t brands tripping over themselves to offer help?
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Why the Next Call Center Agent You Speak to May Be Wearing Pajamas
WIRED Innovation Insights
See publicationWhy mobile, social and cloud technologies are causing contact centers to rethink workforce management
Honors & Awards
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Named to NVM Leadership Team 3 Years in a Row
New Voice Media
Select top performers are chosen for the NLT and given special projects to lead. NLT members also serve as mentors for more junior team members.
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Despite the growing preference for self-service options, only 15% of customers have confidence in modern tools like chatbots. Building trust in these…
Despite the growing preference for self-service options, only 15% of customers have confidence in modern tools like chatbots. Building trust in these…
Liked by Richard Dumas
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I want to sincerely apologise for all the questionnaires I had vendors fill out when I was an analyst. Now that I am on the other side of the table…
I want to sincerely apologise for all the questionnaires I had vendors fill out when I was an analyst. Now that I am on the other side of the table…
Liked by Richard Dumas
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Exciting #AI product announcement today. Watch Santosh Kulkarni give a demo of #GenAI Studio, the newest member of the Five9 AI portfolio. #ccai…
Exciting #AI product announcement today. Watch Santosh Kulkarni give a demo of #GenAI Studio, the newest member of the Five9 AI portfolio. #ccai…
Shared by Richard Dumas
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