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 has a high employee turnover and job dissatisfaction. Agents never know when an incoming interaction is coming in. Now combine that with high stress, long hours, minimal opportunities for advancement and seasonal fluctuations. How can businesses improve their contact…


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, and which each inquiry, lies opportunity for your business to grow. However, how do you choose an excellent software that can cater to all your business needs? Here are some ways for choosing the best contact center software for your business. The…


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 customers, you’re doing something wrong. It doesn’t matter how great your product or service is, creating a memorable customer experience is key. Below are a few ways to help you develop a strategy that will boost the success of your…


Get Connected 2019

Get Connected 2019 is an event organized by Puzzel that highlights the latest trends and practices in the contact center industry. Various industry experts were invited to share their accumulated knowledge and insights on the ever-changing landscape of the current global business climate. The event was held in London, Norway and Sweden, and Cention was delighted to be one of the sponsors for…


Errand Handling

What is errand handling? Errand Handling, also known as ticket handling is an electronic ticketing system that helps businesses respond to their customer requests and queries at a faster and more efficient rate. Errands come in a variety of forms such as voice, chat, email, sms or web forms. Each errand represents a task or an activity that is captured…

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