Serenova Blog
10 Reasons to Attend 2019 Enterprise Connect
Recently, we collaborated with Serenova’s VP of Customer Success, Jen Jackson, on the e-book, 5 Critical Actions for Successful Contact…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)
If you’re a contact center leader, there’s a lot about Millennials and Generation Z you may need to understand. In…
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Cloud Contact Center Architecture: Why Microservices Matter
As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your…
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Why Is the Cloud Still the “Far Side?”
I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising…
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5 Tips for Better Customer Interactions in the 2019 Experience Economy (Infographic)
It’s been 20 years since James H. Gilmore and B. Joseph Pine coined the term Experience Economy to describe the…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 4)
It will come as no surprise to anyone managing contact center agents—or anyone who has ever interacted with one to…
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Why Successful Contact Center Leaders Track and Share Key Metrics
In my last post, I shared why building strong internal partnerships is critical to the success of contact centers and…
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Why Building Strong Internal Partnerships Is Critical to the Success of Contact Centers and Their Leaders
In an environment as dynamic, high-profile and often stressful as a contact center, it can be challenging for contact center…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 3)
Artificial intelligence (AI) is a familiar trending topic. In our e-book, Contact Center Trends You Need to Know 2019, it’s…
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