Serenova Blog

January 22, 2019

In my last post, I shared why building strong internal partnerships is critical to the success of contact centers and…

January 18, 2019

In an environment as dynamic, high-profile and often stressful as a contact center, it can be challenging for contact center…

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…

January 11, 2019

In 2019, customer-centric strategy is the new business reality. And with customer experience (CX) the new brand differentiator, contact centers…

January 8, 2019

As organizations focus on their Digital Customer Experience (DCX) strategies, one of the first items on the checklist is right-sizing…

December 27, 2018

In my last post, I addressed the first of five trends outlined in Contact Center Trends You Need to Know…

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…

December 18, 2018

Trendspotting. In the domain of customer experience, it’s a buzzy word for staying on top of emerging insights, then connecting…

December 13, 2018

If customers are calling, emailing, or messaging a company with a problem, the last thing they need is a frustrating…

Our popular annual CC trends report is back - read the latest for 2020 >