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call center manager tracking key call center KPIs

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Nov 25, 2019

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.

4 Great TED Talks on the Power of Context in Data Analysis

Context is key in data analytics to get a complete view of the customer. These TED Talks provide great examples of that.

Real Talk on Chatbots: 6 Best Practices for Virtual Agents

You'll get more value from your virtual agent if you think strategically and holistically about customer self-service.

How the Best Brands Improve Customer Service: 5 Expert Tips

The front lines of customer care can make or break customer loyalty. What do leading brands do differently?

13 Surprising Examples of Facebook Messenger Chatbots

Facebook Messenger can enhance CX throughout the journey, from brand awareness to shopping to support.

What is Social Relationship Management?

What is social relationship management really all about? And how does SRM software affect social media marketing strategy?

What Do the Best Chatbots Have in Common?

Learn how the best chatbot features and functions translate into more personalized customer experiences.

Is Your Social Media Strategy Falling Behind?

Astute SVP Shellie Vornhagen shares four indicators your social media strategy could be headed for trouble.

Getting to the Heart of Customer Problems with First-Party Data

There many problems you can solve with big data customer analytics, like fixing underlying customer issues.

6 Reasons to Get Excited about Astute Agent 10

Astute Agent 10, the latest version of Astute's industry-leading consumer engagement CRM, is now available.

7 Steps to a Flawless CRM Implementation

Implementing a new consumer engagement CRM? Follow these seven steps for success.

10 Hurdles to Effective Voice of Customer Research (and How to Clear Them)

Many hurdles can stand in the way of effective voice of customer research. Here’s how to clear them with confidence.

16 Must-Know Stats and Quotes on the Car Buying Customer Journey

Research shows the importance of great CX along the car buying customer journey. Here’s a quick look at some of it.

6 Social Media Best Practices for Customer Care

These 6 tips or best practices might not apply to your company right now, but they might help when you’re ready to up your social media game, or venture into new online territory.

Using the Digital Service Matrix to Plan Your CX Initiatives

A new framework to measure your company's level of sophistication when it comes to digital CX.

What You Need to Know about Measuring Customer Engagement

Don't overlook service metrics, as they have an important impact on customer engagement.

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Jun 28, 2019

PR Crisis Management in a Social World

Did you know a PR crisis can spread internationally over social media within only an hour?

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Jun 17, 2019

Every CRM Analytics Expert Should Track These 6 Customer Service Metrics

A robust contact center CRM records terabytes of customer data, tracks countless metrics, and provides advanced analytics. How could you use it more effectively?

6 Ways to Deliver In-App Support for Customers on the Go

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.

Mobile App, Messenger, or Website: Which is Best for Your Bot?

Choosing the best channel to implement a customer service chatbot can be simpler than you think.

3 Times When You Might Not Want to Use a Customer Service Chatbot

Are there certain customer interactions that should be handled by a live agent vs. a virtual agent?

There’s a Conversation Happening Around Your Brand – Are You Listening?

Learn why social data matters in uncovering more robust VOC insights to deliver on ever-evolving expectations.

Show Me the Money! The Financial Impact of the Customer Experience

Think maintaining your current CX is less expensive than providing a better one? Think again.

4 Reasons You Need to Have a Disaster Recovery Plan

Not having a disaster recovery plan in place could cost your business dearly. What's your business continuity plan?

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14 Call Center KPIs You Absolutely Need to Track

6 Ways to Improve Your Customer Experience Dashboards

10 Do’s and Don’ts of Customer Experience Measurement

4 Tips to Fast-Track Your Digital CX Transformation

What Are the Stages of the Customer Lifecycle?

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

4 Great TED Talks on the Power of Context in Data Analysis

Real Talk on Chatbots: 6 Best Practices for Virtual Agents

How the Best Brands Improve Customer Service: 5 Expert Tips

13 Surprising Examples of Facebook Messenger Chatbots

What Do the Best Chatbots Have in Common?

Getting to the Heart of Customer Problems with First-Party Data

6 Reasons to Get Excited about Astute Agent 10

7 Steps to a Flawless CRM Implementation

10 Hurdles to Effective Voice of Customer Research (and How to Clear Them)

5 Trends in Customer Expectations for Digital Self-Service

16 Must-Know Stats and Quotes on the Car Buying Customer Journey

Using the Digital Service Matrix to Plan Your CX Initiatives

What You Need to Know about Measuring Customer Engagement

PR Crisis Management in a Social World

Every CRM Analytics Expert Should Track These 6 Customer Service Metrics

6 Ways to Deliver In-App Support for Customers on the Go

Mobile App, Messenger, or Website: Which is Best for Your Bot?

3 Times When You Might Not Want to Use a Customer Service Chatbot

There’s a Conversation Happening Around Your Brand – Are You Listening?

Show Me the Money! The Financial Impact of the Customer Experience

4 Reasons You Need to Have a Disaster Recovery Plan