Serenova Blog
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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How COVID-19 Has Helped Build a Case for the Cloud Contact Center
May 7, 2020
If you’ve been trying to build a compelling case for migrating your contact center to the cloud, COVID-19 may have…
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Beat Burnout: 5 Secrets to Keep WFH Agents Engaged during a Pandemic Lockdown
May 1, 2020
What separates an engaged and productive employee from a disengaged and burned out one? Often, it may be as simple…
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Simple and Secure Payment Processing in a WFH World
April 24, 2020
Simple and secure has never been more important to a positive customer experience than right now. When it comes to…
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Taking a Closer Look at How to Rise to the Challenge of COVID-19
April 20, 2020
While most of us have been in lockdown mode, healthcare, financial services and other "essential" industries have had to continue…
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How the Cloud Helped a Global Food Manufacturer Quickly Support Employees Through Crisis
April 16, 2020
During the COVID-19 pandemic, companies worldwide have been laser-focused on supporting—and keeping—customers. But the most enduring brands know supporting their…
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