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 experience. However, we can all agree that great customer experience includes making things easy for your customers when they interact with your business. A few clicks, a few words, and they get what they want. Above all, customers prefer nothing…

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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 customers is not just a requirement. It’s a necessity. Sure, people might choose to do business with you if your products or services are good. But the real catch to earn customer trust is - something else that we will discuss…

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Crisis Management : Coping with Technology

What is crisis management today? It almost seems as if the past few months were simply a nightmare. It’s not. To sum it up, disaster strikes, crisis ensues, and the world was not prepared to handle the consequences. As most parts of the world entered a new unexpected age of social distancing, we are seeing businesses taking the full brunt…

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Integrations on Cention Contact Center Platform

Applying Integrations to your business infrastructure enables uninterrupted communication flow and streamlined business processes. The integration creates a seamless connectivity between CRM software and other third party applications. Instead of simply retaining customer information from manual entries with your CRM, the integration enables customer information to flow directly into your CRM.  A study done by Salesforce shows businesses that leverage…

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Collaboration on Cention: A Seamless Working Experience

Answering and solving incoming queries can be unnerving especially when agents are faced with unfamiliar questions from customers. Especially if the contact center lacks the ability to promote collaboration between agents. In 2015, an ICMI study found that 73% of contact centers predicted the complexity of customer contacts to increase significantly. With that in mind, the Collaboration feature on Cention…

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