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Aug 24, 2016

Contact Center of the Future: 8 Things to Consider for Seamless Customer Service

Here are 8 current and emerging trends to consider as you map your contact center strategy to deliver seamless customer service.

7 Must-Read Customer Experience Books

Countless books dig into each facet of customer experience. Here are seven you should add to your reading list.

Creating Excellent Web Self-Service Experiences: Part 4

Customers prefer to use web self-service to find answers to their questions, challenging companies to provide effective and useful self-service interactions. Web self-service solutions have the potential to improve customer retention and website conversion while lowering service costs.

Top Social CRM Challenges and How to Overcome Them

With the growing number of social users and the increasing reliance of customers on their social network’s word-of-mouth brand recommendations, now has never been a better time to get your social CRM strategy in order.

The Best Customer Engagement Begins with an Excellent Customer Engagement Team

Ensuring your customers receive the best experience possible starts by having the right people in your customer relationship team.

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. Learn how live chat can make an impact.

Differentiating on Service: Why It Matters and How to Master It

80% of consumers would pay more for a better experience. A great product is no longer enough to differentiate.

Keeping a Personalized Customer Experience Top of Mind

For organizations that need to meet consumer expectations for great service but don’t know where to begin in mapping content to the customer journey, there are a variety of knowledgebase management tools that can help with this foundational part of creating the customer experience.

Creating Excellent Web Self-Service Experiences: Part 3

Web self-service has become the preferred mode of initial customer communication, providing massive potential for companies to wow their customers with advanced self-service technologies. Successful service interactions lead to higher customer satisfaction and retention, as well as reduced costs.

4 Practical Ways to Prevent a Regulatory Nightmare

CPG manufacturers deal with constantly changing regulations. And failing to comply has serious consequences.

Creating Excellent Web Self-Service Experiences: Part 2

Did you know that more than 70 percent of customers prefer to use web self-service as a starting point? Consumers have high expectations for self-service experiences, presenting an enormous opportunity for companies to differentiate themselves (and realize bottom-line savings) through outstanding self-service.

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

Customers want immediate, always-on service and to contact you through their preferred channel, not yours.

Creating Excellent Web Self-Service Experiences: Part 1

As consumers become more tech-savvy, they have higher expectations of web self-service. More than 70 percent of consumers say they actually prefer self-service as a starting point. Organizations should hold web self-service to the same standards of effectiveness and quality as their call centers if they want to reap the rewards of higher satisfaction and reduced costs.

What is the Citizen Experience in the 21st Century?

A look at how governments are revamping the digital citizen experience for today.

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?

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Mar 27, 2016

Recall Management Best Practices: 4 Steps to Minimizing Damage

From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.

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Mar 26, 2016

What’s Your Customer Relationship Style? [Quiz]

Living up to customers' high expectations takes more than just dedication—it takes obsession. Are you in love with your customers, or on the brink of a breakup? Take this short quiz to learn how your customer relationship style could be helping or hurting your brand.

Getting Started with Mapping the Customer Journey: What You Need to Know

Providing a positive customer experience is critical in order to retain customers, gaining their loyalty and positive word of mouth. Companies who fail to realize this are in danger of losing customers to their competitors. Now more than ever, customer satisfaction should be Number One on your list of concerns.

Product Updates: March 2016

With a new version of ePowerCenter launching in a few weeks and enhancements to Astute Social to include Instagram monitoring, you’ll want to make sure to update your Astute Products so you’re using all of the latest features.

What is Retail Customer Service Experience Success?

In the retail industry, individual service experiences directly impact your business. In numbers, they make or break it. One bad experience—in a store, through your contact center, on your website or through social media—can permanently damage a customer relationship.

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Mar 8, 2016

3 Common Pitfalls When Implementing a KMS

Implementing a KMS solution is an important part of any customer experience strategy and it doesn't have to be a daunting task. However, here are some common pitfalls that you absolutely want to avoid.

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the travel and hospitality industry, what can brands do to capture the loyalty of this generation of guests?

What Is Customer Knowledge Management?

When done right, customer knowledge management can give you a unified, 360-degree view of the customer.

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Feb 5, 2016

Product Updates: February 2016

As you update your Astute products, you’ll find new features and enhancements, including dual video cameras, file uploading capabilities, integration with Salesforce, faster response times in Astute Social and a completely new interface within Astute Knowledge that allows you to seamlessly integrate into SOS for escalation.

Touch Commerce: Should It Be Part Of Your Mobile Strategy?

A look at Deloitte’s TMT Predictions and how mobile online checkout will get an express lane with touch commerce.

Is Your Brand Missing Out on 80% of Actionable Social Posts?

5 Wake Up Calls for Your Travel and Hospitality Brand

Mobile Matters: What’s Your Multi-Channel Engagement Strategy?

Customer Data Security Part 1: Common Privacy Regulations for Consumers

Building Brand Resonance: How to Win with Agile Marketing

Contact Center of the Future: 8 Things to Consider for Seamless Customer Service

7 Must-Read Customer Experience Books

Creating Excellent Web Self-Service Experiences: Part 4

Top Social CRM Challenges and How to Overcome Them

The Best Customer Engagement Begins with an Excellent Customer Engagement Team

Delight Your Customers with Live Chat Support

Differentiating on Service: Why It Matters and How to Master It

Keeping a Personalized Customer Experience Top of Mind

Creating Excellent Web Self-Service Experiences: Part 3

4 Practical Ways to Prevent a Regulatory Nightmare

Creating Excellent Web Self-Service Experiences: Part 2

The Value of Virtual Agents: Reducing Contact Volume via Web Self-Service

Creating Excellent Web Self-Service Experiences: Part 1

What is the Citizen Experience in the 21st Century?

7 Ways to Improve the Customer Experience Through Web Self-Service

Recall Management Best Practices: 4 Steps to Minimizing Damage

What’s Your Customer Relationship Style? [Quiz]

Getting Started with Mapping the Customer Journey: What You Need to Know

Product Updates: March 2016

What is Retail Customer Service Experience Success?

3 Common Pitfalls When Implementing a KMS

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

What Is Customer Knowledge Management?

Product Updates: February 2016

Touch Commerce: Should It Be Part Of Your Mobile Strategy?