Welcome to Cention's Blog

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

Unlock the Future of Customer Service with CenCore - by Cention: Join Our Early Adopter Campaign!

We are thrilled to announce an exclusive opportunity for businesses to experience the cutting-edge capabilities of our AI/ML...


The AI Revolution in CCaaS: Why In-House Data Storage is the Secret Weapon

The Dawn of AI in Customer Communication


Navigating the AI Revolution in Customer Service: Mastering Control While Unleashing Excellence

As we all know the customer service landscape is changing, a new player has emerged, promising to revolutionize the way...


How Sentiment Analysis Is Revolutionizing Anti-Churn Strategies

In the ever-evolving digital landscape, where consumer preferences shift at the speed of a click, customer loyalty has become a...


Realtime reporting a must for Your Contact Center

In a customer service unti, every second counts. Gone are the days when businesses could afford to wait for offline reports to...


How Automated Order Status Tracking Can Save Your Contact Center Thousands

As a contact center manager, I'm no stranger to the relentless stream of customer inquiries about order statuses. It's a...


Unleashing Agent Potential with Innovative Training Techniques

The Era of Human-Centric Innovation


Mastering Cross-Cultural Communication in Contact Centers

Contact centers serve as the frontline ambassadors for businesses, bridging the gap between companies and customers from diverse...


Revolutionizing Quality Assurance in Contact Centers

In the ever-evolving landscape of customer service, delivering exceptional experiences has become a paramount objective for...


The Importance of Personalization in the Contact Center

Customers expect more than just satisfactory service – they demand exceptional, personalized experiences that make them feel...


The Revolution in Real-time CSAT Measurement Across Channels

The Feedback Odyssey


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...