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

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


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.

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Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction


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.

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


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.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

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


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.

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


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.

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


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.

Five Traits of Good Customer Service & How to Deliver It


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.

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


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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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


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.

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


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


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.

Omnichannel on the Rise—And for Good Reason


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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

How Does Your Contact Center Stack Up Against the Competition?


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.

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


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


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

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Five Ways to Keep Your Contact Center Agents Motivated


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?

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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


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?


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.

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


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.”.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Better Customer Experience— Everywhere—and the Contact Center Is Just the Start


I’ve been in the contact center and telecommunications industries for years. I’d share exactly how long, but not only would that date me, it would also cause even more people to call me “ma’am.” I’ve also been in marketing and sales for just as long.

Microservices 101 for Contact Centers: Minimizing Downtime and Increasing CX


Microservices. Is it just another fleeting buzzword, or do microservices really matter for your contact center? A contact center platform built on the wrong architecture can have significant long-term consequences for your organization, including increased downtime, poor system stability and inability to scale. Let’s take a look at why microservices are a critical part of avoiding these pitfalls and keeping your contact center running smoothly. What Are Microservices?

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


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.

Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations


While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Why Every Contact Center Leader Needs a Mentor (or Several)


There is a school of thought that the difference between good leaders and great ones is an appetite for learning. Warren Buffet’s 500-page-a-day reading habit is a good example.

Enterprise Connect 2019: Voices from the Exhibit Floor


If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando.

Investing in Your Contact Center: 3 Steps for Building a Strong Business Case for Finance


Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)


If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. That’s because, as the fastest-growing demographic of consumers and agents, their influence on your success is enormous.

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.

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Why Is the Cloud Still the “Far Side?”


I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers.

Boosting Agent Engagement: The Power of Recognition


Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ).

Digital Customer Experience Expectations Are High. Is Your Contact Center Rising to Meet Them?


The digital revolution is quickly (and continually) changing the expectations of today’s tech-savvy customers. And, consequently, enterprises are scrambling to adjust the way they manage customer engagement and experience. Amid the scramble, are you meeting expectations to deliver exceptional digital customer experiences? If a customer sends an email and follows up with a call, will your contact center agent know the customer has already reached out and how that interaction was handled?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.