Serenova Blog
Customer Service Gone Bad: Mistakes Your Contact Center Might Be Making Right Now
December 18, 2019
If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will…
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The Burgeoning World of CX Analytics
December 4, 2019
Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents…
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Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction
November 26, 2019
With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to…
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Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry
November 18, 2019
Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and…
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Three Reasons to Watch the Webinar, “Happy Agents Make for Happy Customers”
November 14, 2019
Modern contact center agents make up a workforce that is unlike any before, so it’s not surprising that old engagement…
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Improving Customer Experience for the Holidays Will Ring in Benefits through the New Year
November 4, 2019
For retail businesses, many of the people who shop with you this holiday season will interact with your contact center.…
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Three Scary Customer Service Tricks and How to Treat Your Customers to Better CX
October 28, 2019
We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from…
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7 Steps to Reinforce Your Contact Center’s Systems and Processes for the Holidays
October 17, 2019
You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday…
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Retailers, Are You Ready? 5 Tips to Reduce Customer Frustration and Speed Up Resolution This Holiday Season
October 11, 2019
For most of us, it's hard to believe the holidays are already around the corner. But if you're a retail…
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