Serenova Blog
Better Customer Experience— Everywhere—and the Contact Center Is Just the Start
May 23, 2019
I’ve been in the contact center and telecommunications industries for years. I’d share exactly how long, but not only would…
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Who Runs the Contact Center? Three Female Contact Center Leaders Talk Challenges, Opportunities and the Power of Authenticity
May 17, 2019
At this month’s Austin Contact Center Alliance luncheon, I had the privilege of joining two exceptional colleagues for a panel…
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Beginning to Explore Cloud Contact Center Solutions? Here’s a Guide to Help You Get Started.
May 2, 2019
For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Its rise,…
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Tales of Contact Centers: Real-Life Stories of Cloud Migrations
April 22, 2019
While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still…
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Why Every Contact Center Leader Needs a Mentor (or Several)
April 16, 2019
There is a school of thought that the difference between good leaders and great ones is an appetite for learning.…
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Enterprise Connect 2019: Voices from the Exhibit Floor
April 12, 2019
If you were among the 6,500+ people who attended Enterprise Connect 2019, or have read about its insights, developments and…
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How to Engage Your Millennial and Gen Z Contact Center Agents
April 8, 2019
Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center…
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Meet Serenova at Channel Partners Conference & Expo 2019
April 3, 2019
Next week, I’m heading to my third Channel Partners Conference & Expo with Serenova. As you might imagine, as VP…
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Why The Question of On-Premise vs the Cloud for Contact Centers Is Not As Straightforward as it May Seem
March 12, 2019
Earlier this year, I had the pleasure of speaking to several Serenova customers about the different paths each had taken…
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