The Power of an Omni-channel Communication Platform To some businesses, bundling together the perfect solution can be confusing or complicated. To overcome this, why not us a smarter solution that has all the communication channels needed, housed in one platform? It's called Omnichannel. Businesses can’t settle for just any omnichannel communication platform. Previously, communications tech companies come up with overly…
Have you been searching endlessly for a modern software that delivers an unforgettable customer experience? You’ve finally met your match! Why Cention? Question no more. We built a platform that gives your business everything it needs to communicate with your customers. Cention is changing the way your business interact. Whether customers are reaching out from calls, email, SMS, chat, social…
Improving agents engagement with customers is a part of the challenge of running a contact center. Just because one method works, it will not promise you the same result every time. Agents need to be aware of what customers want. Improving agents engagement means that they need to adapt to changes, and they need to do it fast. While…
Collaboration among contact center agents is key to improving response time and ultimately, provide better customer experience. Typically, contact center agents will receive and solve problems on their own. Roadblocks happen when an agent is not able to solve a problem due to their lack of knowledge or experience. In some places, agents can be very competitive. Especially if it is…
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…
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