Serenova

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3 Steps to Transforming the Agent Experience

Serenova

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. As 37.2% of organizations have hired chief customer officers (a relatively new executive position responsible for all customer-facing activities and strategies), they have brought to the forefront CX issues of concern—among them, turnover rates.

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Omnichannel Call Center: A Guide for 2020 (with Actionable Tips)

Serenova

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth.

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Call Center Training: The Complete Guide for 2020 (with Practical Tips)

Serenova

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Call center agents have become the clear frontline for customer service and brand reputation. Delivering customer experience that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution.

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CxEngage Video: Setting a New Bar for Customer Engagement in the Contact Center

Serenova

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams.

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Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business

Serenova

Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.

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Reframing the Role of the Call Center Agent

Serenova

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. Yet, elevating customers’ perception of your brand and their experience with your business and products remains elusive, with all but the elite falling short of expectations in one area or another.

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Workforce Management Guide for Contact Center Leaders (& Why it’s Important)

Serenova

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. Whether evaluating new support channels, providing more agent training or assessing areas to further streamline operations, for most contact center leaders, success is predicated on the ability to measure, evolve and improve.