Serenova Blog
5 Tips for Better Customer Interactions in the 2019 Experience Economy (Infographic)
January 28, 2019
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)
January 24, 2019
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
January 22, 2019
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
January 18, 2019
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)
January 15, 2019
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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Win at Customer Experience by Avoiding These Three Mistakes
January 11, 2019
In 2019, customer-centric strategy is the new business reality. And with customer experience (CX) the new brand differentiator, contact centers…
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It’s Time to RightSize Apps Used to Deliver, Analyze Digital Customer Experience
January 8, 2019
As organizations focus on their Digital Customer Experience (DCX) strategies, one of the first items on the checklist is right-sizing…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 2)
December 27, 2018
In my last post, I addressed the first of five trends outlined in Contact Center Trends You Need to Know…
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Reflections on 2018 and a New Year Full of Outstanding Customer Experiences
December 20, 2018
The end of a year always seems to bring a slew of lists—what’s in and what’s out, best places to…
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