Cention Blog | Contact Center Trends

July 17, 2024

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...

September 6, 2023

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

February 19, 2021

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

June 16, 2020

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

December 31, 2019

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

November 20, 2019

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

October 23, 2019

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