Welcome to Cention's Blog

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

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...


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....


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...


Video Call in Cention
October 13, 2020

Video Call in Cention

The Cention Video Call API makes it easy to build a custom experience within web or desktop application. Our Video...


Live Chat in Cention
October 6, 2020

Live Chat in Cention

Live Chat has become the leading digital contact method for online customers, 46% of customers prefer live chat...


Customer Experience: The Winning Secrets

When your customers are happy, so are you. Truthfully speaking, there is no exact formula to deliver a winning customer...


Integrations on Cention Contact Center Platform

Applying Integrations to your business infrastructure enables uninterrupted communication flow and streamlined...


Collaboration on Cention: A Seamless Working Experience

Answering and solving incoming queries can be unnerving especially when agents are faced with unfamiliar questions...


Customer Service Quality: In Times of Crises

2020 has seen a rocky start for the customer service industry. The Covid 19 pandemic outbreak has become one of...


Reports and Data on Cention: Optimizing Work Performance

In any business, one of the main objectives is to keep customers coming back for more. This means that customer...


External Expert Integration with Slack

 

External Expert Integration with Slack

 

There can be too many conversations going on within an organization at...


Whatsapp Business API with Cention

Whatsapp has become one of the most preferred messaging applications with 55 billion messages sent everyday. With...


Upselling & Cross Selling: Driving Future Revenues

“Would you like to add fries with your burger?”. You must have been asked this question at least once in your life...


Let’s Wrap up 2019!
December 31, 2019

Let’s Wrap up 2019!

Let’s wrap up 2019! It’s the last day of the year. The contact center industry 2019 leaves us to reminisce,...


Omnichannel
December 10, 2019

Omnichannel

The Power of an Omni-channel Communication Platform

 

To some businesses, bundling together the perfect solution...


Between Sales & Customer Support: A Blurred Line

There is a thin line that separates the differences between sales and customer support. The former engages...


Why Switch to Cention?
November 29, 2019

Why Switch to Cention?

Have you been searching endlessly for a modern software that delivers an unforgettable customer experience? You’ve...


Collaboration Among Contact Center Agents

Collaboration among contact center agents is key to improving response time and ultimately, provide better...


Improving Contact Center Culture

Working as an agent at a contact center is a tough job for anyone. It’s no surprise the contact center industry...


Enghouse Interactive Days 2019, Stockholm

On 15-16 October 2019, Enghouse Interactive Days was held at Stockholm, Sweden. The effects of digital...


Choosing The Best Contact Center Software for Your Business

Choosing the best contact center software is crucial for any business. Every day, customers seek to ask questions,...


Tips for Great Customer Support

Every great business has to have a great customer support. If you don’t emphasize going above and beyond for your...


A More Efficient Data Analysis with Reports

You want to keep customers happy. You want them to keep coming back to your service. Having a streamlined and...


Errand Handling
October 24, 2019

Errand Handling

What is errand handling?

 

Errand Handling, also known as ticket handling is an electronic ticketing system that...


Contact Center Trends to Watch in 2020

As we are closing into a new year, we are seeing changes in the contact center industry, which has been steadily...


The Power of Data
October 17, 2019

The Power of Data

What is the power of data and how can it hugely impact the performance of your business? Let us fill you in with a...


Why Businesses Should Move to Cloud Computing

Should Contact Centers move to cloud technology? For many years, cloud technology has been widely discussed in the...


Improve Your Customer Journey

How can you improve your customer journey? Customers have higher expectations and a stronger effect on today’s...