Cention Blog | Contact Center Engagement

November 1, 2023

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,...

August 30, 2023

Introduction

February 19, 2021

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

November 10, 2020

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

June 16, 2020

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

April 29, 2020

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

November 27, 2019

Improving agents engagement with customers is a part of the challenge of running a contact center. Just because one...