Serenova Blog
Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 1)
December 18, 2018
Trendspotting. In the domain of customer experience, it’s a buzzy word for staying on top of emerging insights, then connecting…
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Why Omnichannel Should Be on Your Digital Customer Experience Priority List
December 13, 2018
If customers are calling, emailing, or messaging a company with a problem, the last thing they need is a frustrating…
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Looking for Reasons to Move Your Contact Center to the Cloud? Consider These Five. (Infographic)
December 10, 2018
While it’s become nearly impossible to talk about the future of contact centers without addressing the benefits of cloud over…
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Can’t Miss Events: ICMI Contact Center Expo & Gartner Customer Experience and Technologies Summit
May 18, 2018
Editor's Note: It is a busy time for our Serenova team. We have two “can’t miss” industry events that we’re…
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Report from the Field: Cloud Contact Center Takes Hold with Introduction of Twilio’s Flex
March 13, 2018
As a 10+-year veteran of the contact center industry, I’ve been to my share of Enterprise Connect conferences. In these…
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Cloud Contact Center Software Provider Comparison Matrix
February 7, 2018
A Simple, Customizable Tool to Help You Evaluate CCaaS Vendors and Their Offerings As more companies become comfortable with the…
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Infographic: Contact Center Complexity Hurts Your Bottom Line
January 31, 2018
We've known for some time that complexity in the contact center has a significant impact on how organizations address and…
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Cloud Contact Center Solutions Improve Relationships between Business and IT
October 6, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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Contact Center KPIs: Less is More
September 15, 2017
[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further,…
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