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...


Voice Support
December 22, 2020

Voice Support

Voice support is still crucial for any contact center. It is necessary for all businesses to have a seamless voice...


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...


Chatbot in Cention
October 20, 2020

Chatbot in Cention

Chatbot have the ability to simulate a conversation with a customer through a live chat. Businesses now can use...


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...


Customer Trust : It’s a Two Way Street

Earning customer trust needs more than simply having good products. For a business to run well, getting trust from...


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...


Social Isolation: Five Tech Tips to Help You Get Through

We are seeing the impact of the recent Covid-19 threat on multiple layers of society. Events of panic buying have...


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...


Customer Experience: Make It or Break It

A few weeks ago, my family and I went to a famous island resort for a short vacation. What would have been a...


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,...


Getting to Where Customers Are: A New Frontier

Customers should not feel burdened to find you. When they do, there is a high chance that they may slip away to...


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...


Improving Agents Engagement with Customers

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


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...


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...


Get Connected 2019
November 1, 2019

Get Connected 2019

Get Connected 2019 is an event organized by Puzzel that highlights the latest trends and practices in the contact...


Digitize Documents with Cention x Scannervision Collaboration

Digitize documents with the latest Cention and Scannervision collaboration! This collaboration...


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...