Serenova Blog
In 2020 and Beyond, the Cloud Is Here to Stay
February 18, 2020
In our annual trends report, cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020.…
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The 6 Most Critical 2020 Contact Center Trends (Infographic)
February 13, 2020
Great contact center leaders know reacting in the moment isn’t enough to create customer experiences that help brands rise above…
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Missed the ICMI 2020 Vision? Here’s a Review of the Top Trends Shared
February 3, 2020
In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President…
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We’re Heading to Nashville for Customer Contact Week 2020
January 22, 2020
The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through…
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Five Traits of Good Customer Service and How to Deliver It
January 15, 2020
In some industries, customers demand a higher level of service than others. People expect more, for example, from luxury retailers…
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In 2020, Technology Alone Won’t Transform Your Contact Center
January 7, 2020
If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time…
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Customer Service Gone Bad: Mistakes Your Contact Center Might Be Making Right Now
December 18, 2019
If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will…
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The Burgeoning World of CX Analytics
December 4, 2019
Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents…
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Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction
November 26, 2019
With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to…
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