Serenova Blog
Digital Customer Experience Expectations Are High. Is Your Contact Center Rising to Meet Them?
July 16, 2019
The digital revolution is quickly (and continually) changing the expectations of today’s tech-savvy customers. And, consequently, enterprises are scrambling to…
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Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research
July 9, 2019
The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet? Customer experience that…
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Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center
June 28, 2019
We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are…
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Want to Elevate Customer Experience? Start by Driving Down Agent Stress
June 11, 2019
Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40%…
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Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX
June 6, 2019
Yesterday, at the Austin Contact Center Alliance’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives…
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Better Customer Experience— Everywhere—and the Contact Center Is Just the Start
May 23, 2019
I’ve been in the contact center and telecommunications industries for years. I’d share exactly how long, but not only would…
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Who Runs the Contact Center? Three Female Contact Center Leaders Talk Challenges, Opportunities and the Power of Authenticity
May 17, 2019
At this month’s Austin Contact Center Alliance luncheon, I had the privilege of joining two exceptional colleagues for a panel…
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Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start
May 2, 2019
For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Its rise,…
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Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations
April 22, 2019
While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still…
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