Serenova

What is a Call Center? [+Which One Works Best For You]

Serenova

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. Every business aspires to be loved by its customers.

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.

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Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

Serenova

No matter your industry segment or organization’s size, there’s a high likelihood that “artificial intelligence” has entered into your lexicon as the mother of all technology buzzwords.

6 Ways to Keep Your WFH Agents Productive

Serenova

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us. Keeping agents motivated to do well despite the stress and distractions of new routines, processes, challenges—and life—takes effort. Here are six tips to help. Embrace the Positive.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Why Building Strong Internal Partnerships Is Critical to the Success of Contact Centers and Their Leadership Teams

Serenova

Building strong internal partnerships is key to contact center leadership success

InformaTech

7 Strategies for Embracing the Work From Home (WFH) Call Center

Serenova

Beat Burnout: 5 Secrets to Keep WFH Agents Engaged during a Pandemic Lockdown

Serenova

What separates an engaged and productive employee from a disengaged and burned out one? Often, it’s as simple as feeling appreciated. According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world.

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

Serenova

Omnichannel Contact Centers: the Why and How in 2020. 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.

How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours

Serenova

With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. Together, we’re finding the fastest and most effective ways to solve those challenges.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

InformaTech

The Importance of Workforce Management for Contact Center Leaders

Serenova

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience.

How the Cloud Helped a Global Food Manufacturer Quickly Support Employees through Crisis

Serenova

During the COVID-19 pandemic, companies worldwide have been laser-focused on supporting—and keeping—customers. But the most enduring brands know supporting their employees through chaos and uncertainty is equally critical for business continuity and long-term survival. For a Serenova global food manufacturer customer, scaling an internal HR access line to meet increased demand from employees with questions and requests related to COVID-19 was one way to provide that support.

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. To deliver customer service that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution.

The Omnichannel Contact 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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

In 2020 and Beyond, the Cloud Is Here to Stay

Serenova

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. Let’s look further at why industry analysts and contact center leaders agree the cloud is here to stay. The Cloud Enhances Customer (and Agent) Experience. Most consumers today use multiple channels to interact with a brand. But while adding channels is smart, it can strain an on-premises platform. Multiple channel applications also rarely work together.

3 Steps to Transforming the Contact Center 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 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 customer experience (CX) issues of concern—among them, turnover rates.

CxEngage Scoreboard: Keep Your WFH Contact Center Agents Happy and Healthy during This Global Pandemic

Serenova

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. This move to WFH is imperative to the health of your agents, and the only way to do it quickly and effectively—long-term—is through a cloud-based solution. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours.

How COVID-19 Has Helped Build a Case for the Cloud Imperative

Serenova

If you’ve been trying to build a compelling case for migrating your contact center to the cloud, COVID-19 may have provided an unexpected boost. The necessity to transition your agents to work from home (WFH) and burst to scale might be the convincing argument you’ve needed. If you’re using an on-premises solution, you’ve heard the arguments against the switch—most of which center around resistance to change and the perceived comfort of staying with the status quo.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

Serenova

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement.

Three Immutable Laws of Motivated, Engaged and Happy Contact Center Agents (during and after a Worldwide Crisis)

Serenova

Last month, the world changed—seemingly overnight—and organizations around the globe are changing with it. For contact centers, this means finding ways to keep agents safe while maintaining business continuity and effectively handling volume spikes. Hanging in the balance is customer experience. Ultimately, the long-term success of your contact center depends on motivated, engaged and happy agents delivering positive customer experiences.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Who Runs the Contact Center? Three Female Contact Center Leaders Talk Challenges, Opportunities and the Power of Authenticity

Serenova

At this month’s Austin Contact Center Alliance luncheon, I had the privilege of joining two exceptional colleagues for a panel discussion on the role of women leaders in contact centers. I walked away from the event, which was packed with nearly 100 industry women and men, feeling inspired. Here are some of the highlights: Panel Participants: Terry Madison, VP of Customer Operations, Allergan. Megan Kelley, Regional Sales Director, SHI International Corp.

Simple and Secure Payment Processing in a WFH World

Serenova

Simple and secure has never been more important to a positive customer experience than right now. When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential.

Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cooling Call Center Agent Stress Through a COVID-19 Summer

Serenova

Just when we were all getting (relatively) settled into our work-from-home (WFH) routines and rigid stay-in-place lockdowns, the latest stage of the pandemic has shifted our worlds again. As businesses begin to re-open and some work environments transition from entirely WFH to hybrid versions of WFH and on-site, we’re forced to adapt to the latest version of normal.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

The Burgeoning World of CX Analytics

Serenova

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data.

Taking a Closer Look at How to Rise to the Challenge of COVID-19

Serenova

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis. The necessity of being able to adapt quickly was realized weeks ago, causing a scramble to move from in-office to work-from-home (WFH) agents.

Schedule Change: WFM Helps Optimize Workforce Scheduling, Forecasting and CX During Evolving Phases of Pandemic

Serenova

At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences was the most contact centers could manage. Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together.

Four Contact Center QM Practices That Stand the Test of a Global Pandemic

Serenova

As we continue to push through each unpredictable turn in the age of COVID-19, we remind ourselves, “We’re all in this together.” But these are times of high anxiety, big emotional swings and coping strategies we can’t always count on. Yes, we’re all in this together. And we’re all only human. For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume.

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

Averting Disaster: How We’re Helping Keep Contact Centers Working (Safely) through the COVID-19 Crisis

Serenova

If there is one clear lesson to be learned from COVID-19, it’s the power of adapting—well and quickly—to change. I’ve been reminded of this throughout my career leading technology companies and serving customers. But what we’re experiencing right now is unprecedented. We are in unchartered territory for how we live and work. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely.

3 Scary Customer Service Tricks and How to Treat Your Customers to Better CX Beyond Halloween

Serenova

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever.

Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction

Serenova

With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to reflect your best service levels and efficiency. If systems are riddled with siloed data sources and unintegrated applications, customers will likely get vastly different experiences from one channel to the next. So, let’s be clear: adding channels isn’t automatically a direct route to better customer experience and happier customers.

7 Steps to Reinforce Your Contact Center’s Systems and Processes for the Holidays

Serenova

You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. It’s inevitable, but it’s not unmanageable. In fact, companies that successfully prepare for the onslaught may even strengthen existing loyalties and win new fans. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1. Consider the Cloud. If you’re not already using a cloud-based contact center, think about switching.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!