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…
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…
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…
In any business, one of the main objectives is to keep customers coming back for more. This means that customer experience must be kept at optimum level at all times. Faster and quality response to customer queries has been the key that holds excellent customer journey. To ensure performance level can be maintained at all times, Cention's Reports and Data…
External Expert Integration with Slack There can be too many conversations going on within an organization at the same time, while keeping track of them can be messy and confusing. With that in mind, Slack was launched in 2014 as a collaboration platform startup. Now, the massively popular communication platform has an impressive tally of 12 million active daily users…
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