Welcome to Cention's Blog

Where we talk about all things contact center and how we can help you maximize customer support.

Regulating AI
February 28, 2024

Regulating AI


Enhancing Human Connection in an Age of Automation

There’s no denying it - AI is transforming customer service. As a leading CCaaS provider, we’re constantly releasing new...


Support Your Customers Better With Our New App!

Support Your Customers Better With Our New App!


The Omni Awakening: Uniting Your Offline and Online Presence

The Awakening - The Risks of Digital-Only Outreach


Upgrading Help Desk Performance with Contextual Clues

Does your help desk ever feel like a game of Clue with technicians chasing context across convoluted systems? Read on to see how...


Keep Calm and Reduce Stress: Creating a Calm Customer Service Team

Your team works hard to keep customers satisfied and business booming. However, dealing with endless demands can strain even the...


How Mobile Apps Are Revolutionizing After-Hours Help Desk Heroics

Do you ever feel like a superhero swooping in to save the day when assisting customers after hours? While on-demand support...


Calling All Channels: Why Integrating UCaaS and CCaaS is a Game Changer

The customer contact landscape continues to evolve rapidly. Customers now expect to engage with businesses across multiple...


The Art of Customer Service: Quality

Customer service is an art. Like any art, it takes dedication and practice to master. At the core of excellent customer service...


The art of customer Service: Turn Your Customer Service Inside Out for Outside In Success

Customer service can often feel like an internally-focused process, with companies optimizing for their own efficiency rather...


The Art of Customer Service: Agent Involvement and Enablement

Empowering Agents through Involvement and Enablement  In today's fast-paced and ever-evolving contact center environment,...


The Art of Customer Service: Capacity Optimisation

Providing excellent customer service is an art form that requires care, finesse, and strategy. In today's challenging economic...


The Power of the Voice Channel in Omni-Channel CCaaS: Enhancing CX and Efficiency

In today's fast-paced business landscape, providing exceptional customer experiences (CX) is non-negotiable. Customers expect...


Boosting Employee Productivity: Collaboration & Automation in the Contact Center

In today's fast-paced business landscape, where customer interactions play a pivotal role in success, companies are constantly...


Crafting Excellence: Building a Customer-Centric Culture

In the fiercely competitive business landscape of today, customer-centricity is not merely an advantage; it's a requirement. To...


The 6 Secrets of Exceptional Customer Service

In today's hyper-competitive business landscape, delivering exceptional customer service isn't just a nice-to-have; it's a...


Unraveling the Customer Experience Tapestry: AI and Sentiment Analysis

In today's hyperconnected world, customers are the lifeblood of any business. Their satisfaction is not merely a vanity metric;...


Unveiling the Reality of AI in Customer Service

In the world of Customer Service, the buzz isn't centered around chatbots poised to replace human labor. Instead, it's about...


Are you Wasting Time and Energy on multiple applications?

The Struggle of Multitple Windows: Embracing the Simplicity of Unified ApplicationsIn the ever-evolving landscape of technology...


The Power of AI to Improve Customer Experience in Contact Centers

Providing a memorable and pleasant customer experience has risen to the forefront of business strategies in today's fast-paced...


Omnichannel vs Multichannel
January 12, 2023

Omnichannel vs Multichannel

Consumers in today's market want to interact with brands using the platforms and mediums that are most convenient for them...


Digital Transformation: Problems & Solutions

Digital transformation is a process that never stops. Your organization upgraded to a new system? Are you finally using cloud? In...


Contact Center and CX Trends 2021

Although we now know our expectations can be changed and flipped around in a moment’s notice, we think it’s...


Voice Support
December 22, 2020

Voice Support

Voice support is still crucial for any contact center. It is necessary for all businesses to have a seamless voice...


Email Support
December 15, 2020

Email Support

Email support has been around for a while now. But that doesn’t mean email doesn’t play a crucial role in customer...


Facebook Integration
December 8, 2020

Facebook Integration

Many companies have chosen to use Facebook integration as a means of interacting an engaging with their customers....


Messaging and Social Platforms | Omnichannel
Why Messaging and Social Platforms?

In our hyper-connected culture, often people find it far simpler to blast on...


Knowledge Base
November 10, 2020

Knowledge Base

A knowledge base supports both customers and agents. It has several uses, but is usually where information is...