Astute is now Emplifi

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9 Important Call Center Industry Standards & How to Beat Them

How do you stack up against industry benchmarks for response times and agent efficiency metrics?

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How Your Customers Win When You Close the Feedback Loop

Closing the feedback loop is part of any winning CX program. Here are just some of the ways your customers benefit.

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Managing Risk and Empathy in Your Return-to-Work Plan

HR and business leaders are torn between protecting your company from risk and supporting employees who are concerned about their own health.

Is Employee Health Screening Required? and Other Questions

As the world goes back to work, employers have a variety of pressing questions about health screening and keeping their teams safe.

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How is Consumer Behavior Shifting with COVID-19? 3 Key Trends to Follow

3 trends to monitor that show the impact that COVID-19 has had on consumer behavior and shopping habits.

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Customer Service Skills Training: 5 Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.

Overcoming Fear Will Be Critical to Returning to Work

Coronavirus isn’t the only thing that is contagious – so is fear. How will you rebuild employee trust?

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3 Insights Your CX Measurement Program Should Help You Achieve During COVID-19

There are 3 types of insights your Customer Experience Measurement program should help you obtain about your CX efforts during a crisis.

7 Essential Qualities Your Brand Should Strive For During a Crisis

During any crisis, customers will always expect certain things in a brand to help them navigate what's next.

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7 Customer Self-Service Examples (and Practical CX Advice)

Learn seven best practices for implementing digital self-service, including customer examples.

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Bots vs. Customer Service Agents: Who Would Win in a Fight?

Are bots going to eliminate the need for human agents? Learn why bots and agents shouldn't be at odds.

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How to Keep Your Customers Top-of-Mind During a Crisis

What can brands do to ensure their CX management efforts remain customer-centric when in crisis management mode?

How to Pull Insights from Your CRM – Part II: Business Insights

Learn the key metrics that can help contact centers deliver insights to other areas of the business.

Crisis Management in an Unpredictable World: 5 Tips to Save Your Brand

Of all the crises on your radar, a pandemic might not have been one of them. Update your strategy to keep pace.

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3 Things to Consider with Your VoC Program During COVID-19

COVID-19 is impacting customer behavior worldwide. Voice of the Customer (VoC) programs provide a way to help measure, monitor, and address customers' changing needs.

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Digital Accessibility: Why You Should Care and What to Do

Digital accessibility makes online content available to all users, including those with disabilities. Learn why and how to prioritize accessibility.

The Customer Journey Will Be Forever Changed as a Result of COVID-19

See how the COVID-19 pandemic is impacting the customer journey and how brands can adapt.

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What You Need to Know About Transitioning to Work-from-Home Customer Service

Learn how to ensure a smooth transition for your work-from-home customer support agents and your customers.

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Conversational Commerce: Who, What, When, Where, and Why?

Consumers want to use casual, conversational interactions to research and purchase products, request service, and ask for help.

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Benchmarking Best Practices for Mobile Customer Experience

Follow these three best practices to build and grow mobile as part of your omnichannel CX strategy.

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How to Improve Customer Experience: 5 Experts Weigh In

Companies are beginning to understand the importance of the customer experience, or CX. According to Forrester, 57% of executive teams want to position their companies as CX leaders in their respective industries. Here are five customer engagement ideas to help you improve your CX, straight from the experts.

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How to Pull Insights from Your CRM – Part I: Operational Insights

What contact center operational efficiency metrics offer insights on customer satisfaction, and how do you find them in your CRM software?

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7 Customer-Friendly Ways to Increase E-Commerce Revenue

Learn how to increase e-commerce revenue without sacrificing customer relationships, setting yourself apart from competitors in the process.

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3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts

Holding a special place in your customers' hearts is key to keeping them long term. Here are some ways you can do that.

man interacting on laptop with a customer service bot

The Future of Customer Service Bots: 7 Trends Changing the Way You’ll Think About Chatbots

Can you tell the difference between a bot and a live person? Here are 7 trends you need to know about bots in customer service.

unhappy customer interacting with smartphone showing need for customer retention strategies that work

Customer Retention Strategies: Start with Calculating Customer Churn

Customer attrition, also called customer churn, is a measurement of how many customers stop doing business with you over a given period of time. Of course, losing customers is more than just an emotional matter -- acquiring new customers costs up to seven times as much as retaining your existing ones.

coworkers comparing crm vs. cxm customer insights

What’s the Difference Between CRM and CXM?

There’s so much customer data that more focused subsets of CRM software have emerged. This is a tale of two CRMs: Sales CRM and Customer Service CRM, or CXM.

Work from Home Crisis Management

12 CRM Best Practices to Get More from Your Contact Center Software

Your CRM is a major investment – that’s why it’s so important to make sure you’re getting the most out of your software.

customers experience personalization when interacting with devices and brands

Personalization vs. Privacy: A Year of Increased Scrutiny and Heightened Expectations

With so much personal information being collected, it’s no wonder customers expect their data to be used to their benefit.