Serenova Blog
The Importance of Workforce Management for Contact Center Leaders
August 25, 2020
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate…
Read More
Reframing the Role of the Call Center Agent
August 11, 2020
Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market…
Read More
Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business
August 4, 2020
Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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)…
Read More
