Serenova Blog
Cloud Contact Center Architecture: Why Microservices Matter
February 6, 2019
As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your…
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Why Some Contact Centers Have Yet to Adopt the Cloud
January 31, 2019
I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising…
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Top 5 Customer Experience 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 Leadership Teams
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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3 Customer Experience Mistakes You Might Be Making Right Now
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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