Thought Leadership from Serenova

Serenova Blog Posts


Report from the Field: Cloud Contact Center Takes Hold with Introduction of Twilio’s Flex

As a 10+-year veteran of the contact center industry, I’ve been to my share of Enterprise Connect conferences. In these years, there has been an evolution in the technology demonstrated and touted at the show. This week has already proven no different. This year at Enterprise Connect, there is not just a noticeable buzz about innovation in the contact center, but a marked shift to cloud-based contact centers, which was further accelerated at last year’s event when Amazon announced Connect.This year the conversation about the cloud has been amplified by Twilio.

Infographic: Contact Center Complexity Hurts Your Bottom Line

We've known for some time that complexity in the contact center has a significant impact on how organizations address and support the customer experience - and, ultimately can hurt the bottom line.  That said, we were alarmed to learn that approximately 14% of agent time with the customer is wasted by spending time looking for information on a customer, according to recent research from Aberdeen. 

Cloud Contact Center Solutions Improve Relationships between Business and IT

[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper titled, 'IT Managers' Guide to Cloud-Based Contact Center Infrastructure.'}The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud.

Contact Center KPIs: Less is More

[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper titled, 'KPI Guide for Omni-Channel Contact Centers."]Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. The primary goal should be to provide a wonderful and meaningful service experience to everyone who interacts with your contact center, independent of the channel they choose.

Give Your Customers a Break: Fix Your IVR

[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper titled, 'Your Customers Deserve a Better IVR Experience.']Millennials are now the largest generation, one that has a strong preference for using self-service solutions like interactive voice response (IVR) systems and websites – if they work. However, if a self-service system isn’t doing its job, DMG research has found that Millennials will be even quicker than Baby Boomers to pick up the phone and call for help.

All Cloud-Based Contact Center Infrastructure Vendors are Not Equal

[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper entitled, "What End Users Want From Their Cloud-Based Contact Center Infrastructure Vendor."]By Donna Fluss, President of DMG Consulting LLC.I am frequently asked to recommend a cloud-based contact center infrastructure vendor, and people are surprised when I don’t just give a few names, since my firm dedicates thousands of hours every year to evaluating the competitors and their solutions in this IT sector.

Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want

[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper entitled, "Omni-Channel Contact Centers Are Required in the Digital Era."]By Donna Fluss, President of DMG Consulting LLC.Consumers (and B2B partners, for that matter), want it to be easy to conduct business. They don’t want to spend time figuring out who to interact with, whether via chat or a phone call. They simply want to purchase a product or get their question answered as quickly as possible.

Evolving Customer Engagement To Support Digital Transformation

[Editor's note: Below is a guest blog from VP and Service Director of Nemertes Research, Irwin Lazar. To dive into the topic more, check out Irwin's full whitepaper entitled, "Transformation from Contact Center to Digital Engagement."]By Irwin Lazar, VP and Service Director, Nemertes ResearchDigital transformation is driving rapid change in how organizations interact and with their customers.

Pages