Serenova

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

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.

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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.

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.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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.

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.

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.

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

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.

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.

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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.

Three Reasons to Watch the Webinar, “Happy Agents Make for Happy Customers”

Serenova

Modern contact center agents make up a workforce that is unlike any before, so it’s not surprising that old engagement tactics don’t work anymore. The hard truth is disengaged agents either quit and leave or quit and stay.

Customer Service Gone Bad: Mistakes Your Contact Center Might Be Making Right Now

Serenova

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. For instance, everyone hates the ear-cringing experience of hold “music,” but simply offering a better distraction while you keep customers waiting isn’t going to solve their real pain, which is that they’re not getting help. You’ll make far more progress with friendly, helpful agents, who are knowledgeable and easy to reach.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Improving Customer Experience for the Holidays Will Ring in Benefits throughout the New Year

Serenova

For retail businesses, many of the people who shop with you this holiday season will interact with your contact center. For some customers, it may be their first purchase or interaction with your brand.

Omnichannel on the Rise—And for Good Reason

Serenova

Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel.

More Digital Channels Can Come with Pitfalls for Contact Centers, but Omnichannel Can Help

Serenova

When companies open new lines of communication for customers through digital channels, the goal is to increase convenience and improve customer experience (CX), but if not implemented thoughtfully, it can also create unintended frustration.

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.

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.

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.

Missed the ICMI 2020 Vision? Here’s a Review of Their Top Trends

Serenova

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. If you couldn’t join the Serenova-sponsored event, here are the changes Roy predicts will reshape how contact centers operate. The entire presentation is available on demand here.

Contact Center Leaders, Solutions Experts Discuss How CX-Driven Technology Delivers Value

Serenova

At this year’s Austin Contact Center Alliance ’s Fall Symposium, more than 300 industry leaders and solutions providers discussed what’s working, what’s not and what’s next for their contact centers.

In Case You Missed It: How to Design Your Contact Center to Be Customer-Centric and Deliver Exceptional Customer Experiences

Serenova

The message is clear: Brands that set themselves apart by creating exceptional customer experiences rise above the competition. Every time.

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3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Five Ways to Keep Your Contact Center Agents Motivated

Serenova

Most contact center agents are initially motivated by the need to pay their bills and put food on the table, but that need can usually be met elsewhere if they don’t discover more purpose. So, how can you keep agents motivated to not just clock in, but to thrive and be fully present?

Five Traits of Good Customer Service & How to Deliver It

Serenova

In some industries, customers demand a higher level of service than others. People expect more, for example, from luxury retailers and financial services companies than discount stores. But while standards may vary, we wanted to dig into what truly differentiates good service from bad. To get started, we commissioned independent market researcher Vanson Bourne to survey 3,000 consumers in the U.S. and the U.K. and asked them to identify the elements of good customer service.

Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research

Serenova

The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet? Customer experience that truly differentiates is a strong competitive advantage.

Hosted vs. CCaaS: Baby Step or Waste of Time?

Serenova

Earlier this year, I had the pleasure of speaking to several Serenova customers about the different paths each had taken to a contact center-as-a-service (CCaaS) solution. The story of one company, a global food manufacturer we will refer to here as GFood, I found particularly informative. For about ten years, GFood had operated a premises-based unified communications system from one leading vendor and a contact center platform, also premises-based, from a similarly leading provider.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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.”.