Serenova Blog
Report from the Field: Twilio Signal and the Next-Generation Contact Center
June 22, 2016
Last month our team was able to attend the Twilio Signal conference in San Francisco. What was particularly exciting for…
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Six Steps to Capture, Understand and Adopt the Voice of Your Customer in the Contact Center
June 20, 2016
Understanding the customer is key to the success of any company – but very few companies truly understand what their…
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Omnichannel – Holy Grail or Hype?
June 13, 2016
Omnichannel customer service: Customers have never heard of it but still seem to demand the benefits of it, and companies…
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3 Sure-Fire Tips for Accurate Contact Center Forecasting
June 7, 2016
Time is money. Benjamin Franklin easily could have been talking about the contact centers when he uttered those words for…
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Partner Spotlight: “High-Touch” Customer Experiences Equal Success for PeakView
May 23, 2016
The channel is growing at Serenova. Since the launch of our formal Channel Partner Program in 2012, we’ve experienced exponential…
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Applying T-Shaped Methodology to Your Contact Center Team
May 17, 2016
Times have changed. Gone are the call center days of long rows of desks with agents wearing headsets and politely…
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How Can Your Company Reach Contact Center Nirvana?
May 13, 2016
Nirvana—it’s been called complete peace or a safe, happy and quiet place. You may think it’s impossible to reach a…
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The Agent Experience May Just be as Important as the Customer Experience
May 10, 2016
We’ve all heard the saying “the customer is always right.” The idiom has been adopted around the world and some…
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Why Serenova Harnessed the Power of AWS to Support CxEngage
April 6, 2016
Serenova recently launched CxEngage, our new contact center-as-a-service platform built and run entirely on Amazon Web Services (AWS). I recently…
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