Thought Leadership from Serenova

Serenova Blog Posts

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.

How Quick Can Your Contact Center Recover?

A recent annual survey by recruitment firm Harvey Nash Group and accounting firm KPMG showed that cybersecurity vulnerability — as demonstrated by the latest ransomware cases — is at an all-time high, with a third of IT leaders (32%) reporting their organization had been subject to a major cyberattack in the past 24 months — a 45%  increase from 2013. Even more concerning, only one in five (21%) say they are “very well” prepared to respond to these attacks, down from 29%in 2014.Once a data breach or cyberattack hits, customers have little patience for not being able to reach your company.

Our First Company Hackathon

We reached an exciting milestone: our first company Hackathon! Here, we break down the projects, the winners & what we learned running our first hack day.

How We Shine

Family has always been - and always will be - one of, if not THE most, important priority in my life. When I took over as CEO of Serenova, I set out to make our top goal to build an awesome company that people would love to work for – so much so that it would extend beyond their daily work and into their family lives. That it wouldn’t just be the product of our work that fueled and fulfilled us – but how we worked together that would truly set Serenova apart.That said, there’s something I’ve learned about family over the years.

Welcome to the Contact Center, AWS!

The Serenova team and I just got back from Enterprise Connect and it was once again an amazing show. Our friends at UBM did a phenomenal job of capturing and capitalizing on both the momentum and ongoing digital transformation of the Communications, Collaboration, and Contact Center spaces.In addition to the fantastic visibility, coverage and feedback we received around our new Skylight Desktop release for CxEngage, we also got to experience firsthand, the energy and excitement around shifting technologies in the space.Twilio’s Jeff Lawson may have summed it up best when he advocated for a ret

Serenova – A Look Back on 2016

I just came off our annual Sales Kick-off and our beginning of the year All-Hands kick-off. I love doing those because it provides an opportunity to set the stage for the coming year and reflect on all we’ve accomplished. And, man, when I look back on 2016, the company and team have blown it out of the water.

Five Easy Steps to Enhance Your Knowledgebase for Improved Customer Service

You’ve heard it before: “Knowledge is power.” There is a basic human desire to learn. And as much as people want to learn, they also want to help themselves. They want to easily find an answer or resolution to an issue and move on. They do not want to struggle when searching a website or have to contact a company. If you can make it easy for people to find what they are looking for, they will thank you and become repeat customers. If it isn’t easy, they may move along—and take their dollars with them.There’s been lots of talk about the rise of “self-service” in customer service.