Serenova Blog
Call Centers 101: The Guide to Call Centers and Which Works Best for Your Busines
August 4, 2020
Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and…
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CxEngage Video: Setting a New Bar for Customer Engagement in the Contact Center
July 22, 2020
Customer Engagement in the Contact Center In the wake of the COVID-19 pandemic, many technologies and global trends have come…
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Call Center Training: The Complete Guide for 2020 (with Practical Tips)
July 8, 2020
Six Call Center Training Tips & Best Practices for Better Customer Experience Now more than ever, as we increasingly experience…
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Omnichannel Call Center: A Guide for 2020 (with Actionable Tips)
June 24, 2020
Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional…
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3 Steps to Transforming the Agent Experience
June 16, 2020
As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than…
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Cooling Call Center Agent Stress Through a Heated Summer
June 5, 2020
Just when we were all getting (relatively) settled into our work-from-home (WFH) routines and rigid stay-in-place lockdowns, crisis has shifted…
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9 Contact Center Best Practices for 2020 (and Actionable Tips)
May 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH)…
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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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