richarddumas

19 Added | 2 Magazines | 43 Followers | @richarddumas | I have led marketing and product management initiatives for leading technology, media and software companies including Nuance Communications, Sun Micro and Apple Computer and DNN Corp. I received an M.B.A. from M.I.T.’s Sloan School of Management and a B.A. in Cognitive Science from Wesleyan University. I am currently the Director of Product and Solution Marketing at Five9, the leading provider of cloud contact center software . Www.richarddumas.com

My Favorite (and Least Favorite) Tech Ads of the Holiday Season

Best Practices for At Home Agents IQPC Denver November 15 2013

Five9 Call Center Software Corporate Overview

Archived - Five9 Administrator for Sales Demonstration

How Call Centers Use Behavioral Economics to Sway Customers

Next time you’re on the phone with a call center, listen carefully to what the rep says. Chances are you’ll hear your name several times, hear a tone of empathy, maybe an “I’m sorry.” It would be nice to think the rep really cares — but of course she’s probably just following a script. That can be …

Some Filipino call center workers turn schedules upside down, embrace U.S. time

Halfway across the world, more than a half-million people live on American time. The Philippines is home to the largest call center industry in the world, and to man the phones during American business hours, many Filipinos adjust their lives to a global schedule.<p>When it’s 6 p.m. on the East Coast, …

Call Centers Received Big Obamacare Contracts

As prob­lems per­sist with <i>Health­Care.gov,</i> oth­er busi­nesses in­volved in the im­ple­ment­a­tion of the Af­ford­able Care Act have re­ceived less …

Social customer care can move the contact center to the next level

Because some customers would rather rant on Twitter than call customer service with a complaint, call center agents...<p>must be armed with tools that …

SEO

Fixing Customer Care: The New Social Marketing

Brand reputation and hence brand value is increasingly determined by customer experiences re-cast as content, posted and shared on the social web. …

Customer Service Trends: People Prefer Phone Support, Companies Slow to Respond in Evenings

Customers worldwide are most satisfied with customer support provided via telephone, according to a recent report by Zendesk.<p>The analysis of support …

Taking Care Of Business: Social Media Will Transform Customer Service

Social media is no longer just a clever marketing tool: It’s also a fast-growing channel for customer service. Over half of consumers now use social media to directly reach out to companies to report satisfaction, lodge complaints, and ask questions, says Nielsen’s 2012 Social Media Report. And one …

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Integrating social into CRM for smarter customer care

With social media forming an integral part of our daily conversations, it is great to see positive examples of social CRM showing how some brands are …

Social CRM

Social Customer Care: Before Jumping In, Make Sure You Can Swim

Friends matter. Online and offline, friends influence opinions, they influence behavior, and they shape reputations for businesses. Political campaigns are hyper-aware of this and use electronic “friend references” to build coalitions and supporters. The sooner companies recognize this and embrace …

Five9 takes on $34.5M to get more call centers aboard the cloud

Advertisement<p>1 Comment<p>Credit: Five9<p>Like other industries, call centers and their contact-center relatives have been looking more to cloud computing …