Serenova

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.

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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

Jen Jackson

Building strong internal partnerships is key to contact center leadership success

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%

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!

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.

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.

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.

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.

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.

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!

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.

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.

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.

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 Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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.

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.

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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.

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.

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.

We’ll See You at Channel Partners Conference and Expo 2020

Serenova

Channel Partners Conference and Expo 2020 is only days away, and the Serenova team is ready to network, learn and share insights with thousands of channel professionals March 9 through 12 at the Venetian and Sands Expo in Las Vegas.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Retailers, Are You Ready? 5 Tips to Reduce Customer Frustration and Speed Up Resolution This Holiday Season

Serenova

For most of us, it’s hard to believe the holidays are already around the corner. But if you’re a retail business, you’ve likely been preparing your contact center for the holidays for months.

Back to School: Will Your Customer Experience Make the Grade?

Serenova

As a parent, this is a time of mixed emotions for me. Summer is ending, the kids head back to school and the quickened pace of our family routine returns. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

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.

How Does Your Contact Center Stack Up Against the Competition?

Serenova

We talk a lot about the importance of customer experience. In fact, in today’s always-on, digital world of sky-high consumer expectations, getting customer experience right is as critical to an organization as price and product or service.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

In 2020, Technology Alone Won’t Transform Your Contact Center

Serenova

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA.

Want to Elevate Customer Experience? Start by Driving Down Agent Stress

Serenova

Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”.

We’re Heading to Nashville for Customer Contact Week 2020

Serenova

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31.

We’re Heading to Nashville for Customer Contact Week 2020

Serenova

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.