Welcome to Cention's Blog

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

Type Ahead: The Subtle and Magnificent Use of Machine Learning

Type-ahead features have become an essential tool for enhancing user experience. It may seem simple at first glance, but its...


Enhancing Customer Experience with AI and Chatbots: A Win-Win for Agents and Clients

Businesses are constantly seeking ways to enhance customer experience and optimize internal operations. One of the most...


Navigating the Wild West of Customer Engagement

In the landscape of customer engagement, businesses find themselves at a crossroads. On one side lies the traditional approach,...


Navigating Customer Service with AI-Powered Predictive Routing

In the performance focused world of contact centers, a revolution is quietly unfolding. Gone are the days when customers were...


Unearthing AI-Ready Treasures in Your Contact Center

Why Data is Your Contact Center's Most Valuable Asset


Use Trend Analysis to Revolutionize Your Contact Center's CX

From Reactive to Proactive


Crafting Responses That Are Both Swift and Soulful

Businesses are increasingly turning to automated responses to meet the ever-growing demands of customer service. While automation...


The Dawn of a New Era in Quality Assurance

A technological revolution is underway. Quality assurance (QA) for voice channels, once a Herculean task demanding countless...


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...