Austin, TX, USA, Oct, 2019 -- Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, unveiled a tool to help organizations assess their customer service programs. The Contact Center Maturity Assessment is designed to uncover areas of strengths and weakness for customer service readiness as well as provide prescriptive guidance to elevate a contact center’s current state based on individual results.
Customer experience has become the critical competitive differentiator across industries. However, organizations are still striving to get it right. In fact, according to Vanson Bourne research, The State of the Brand Experience, 77% of survey respondents reported having had a bad customer experience within the last year when interacting with a brand. To combat this, many organizations want to better understand how the employee experiences at their own organizations stack up against companies across industries and geographies. The Contact Center Maturity Assessment tool enables organizations to benchmark their current contact center processes and tools against their peers to understand how they can create better customer experiences.
"As the frontline to the customer, a contact center can either make or break a brand’s reputation. However, each contact center is only as good as the strategy and processes they have in place," said Michelle Burrows, CMO of Serenova. "Our goal with the Contact Center Maturity Assessment is to provide contact center leaders an opportunity to baseline their programs against their peers. We’re then providing the insights and resources to systematically improve their customer experience programs. Organizations that set their sights on and deliver on these expectations differentiate themselves from the competition and become market leaders."
In partnership with Nemertes Research, the Contact Center Maturity Assessment leverages data and research from the analyst firm in three critical areas for contact center success: leadership and staffing; contact center technology; and agent analytics.
Posted by Veronica Silva Cusi, news correspondent
Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. Our customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia/New Zealand.
Published: Monday, October 7, 2019
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V-Blaze Speech to Text
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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