Serenova Blog
Schedule Change: WFM Helps Optimize Workforce Scheduling, Forecasting and CX During Evolving Phases of Pandemic
May 21, 2020
At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences…
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Four Contact Center QM Practices That Stand the Test of a Global Pandemic
May 13, 2020
As we continue to push through each unpredictable turn in the age of COVID-19, we remind ourselves, “We’re all in…
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How COVID-19 Has Helped Build a Case for the Cloud Contact Center
May 7, 2020
If you’ve been trying to build a compelling case for migrating your contact center to the cloud, COVID-19 may have…
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Beat Burnout: 5 Secrets to Keep WFH Agents Engaged During a Pandemic Lockdown
May 1, 2020
What separates an engaged and productive employee from a disengaged and burned out one? Often, it may be as simple…
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Simple and Secure Payment Processing in a WFH World
April 24, 2020
Simple and secure has never been more important to a positive customer experience than right now. When it comes to…
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Taking a Closer Look at How to Rise to the Challenge of COVID-19
April 20, 2020
While most of us have been in lockdown mode, healthcare, financial services and other "essential" industries have had to continue…
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How the Cloud Helped a Global Food Manufacturer Quickly Support Employees Through Crisis
April 16, 2020
During the COVID-19 pandemic, companies worldwide have been laser-focused on supporting—and keeping—customers. But the most enduring brands know supporting their…
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6 Ways to Keep Your WFH Agents Productive
April 14, 2020
Now that your contact center agents are safely working from home, it’s time to focus on the business of managing…
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Three Immutable Laws of Motivated, Engaged and Happy Contact Center Agents (During and After Crisis)
April 10, 2020
Last month, the world changed—seemingly overnight—and organizations around the globe are changing with it. For contact centers, this means finding…
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