Serenova Blog
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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Why Every Contact Center Leader Needs a Mentor (or Several)
April 16, 2019
There is a school of thought that the difference between good leaders and great ones is an appetite for learning.…
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Enterprise Connect 2019: Voices from the Exhibit Floor
April 12, 2019
If you were among the 6,500+ people who attended Enterprise Connect 2019, or have read about its insights, developments and…
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How to Engage Your Millennial and Gen Z Contact Center Agents
April 8, 2019
Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center…
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