Brand Protection & Risk Archives | Astute

Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them?

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.

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?

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.

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.

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?

Goodwill Abuse: How Customer Fraud Can Cost You Big

Time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.

Sales Force Automation vs. CRM Software: What’s the Difference?

Sales force automation (SFA) and customer relationship management (CRM) software are often confused. Which one is right for your needs?

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

How is this generation re-shaping the CPG industry, and how can CPG brands unify experiences across channels?

Is Your CRM Getting in the Way of Great Customer Service?

In the age of the consumer, the pursuit of CRM technology that “does it all” can result in implementing a system that is overly cumbersome for agents.

Don’t Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

It is in every brand's best interest to be focused on supporting your store locations from the start.

Knowledge Management in the Call Center: 6 Ways You’re Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.

Are Your Call Center Metrics Lying? 4 Questions To Ask About Call Center Analytics

In the world of customer service call centers, first contact resolution (FCR) measures how many customers had their issue resolved after just one communication touchpoint with a service agent. The related metric of talk time, or how long an agent spends communicating with a customer, is often examined in conjunction with first call resolution rates. However, when analyzed in a vacuum, these two numbers can lead to a dangerous misinterpretation of call center metrics.

4 Contact Center Models That Will Make Your Life Easier

Which framework makes the most sense for setting up and operating your contact center?

What is Customer Churn Costing You?

Acquiring a new customer is at least five times more expensive than making a sale to an already existing customer. One of the best ways to limit churn is with customer service that distinguishes you from other businesses.

Trust Us, You Need to Know These 5 Contact Center Trends

With so much riding on the shoulders of contact center directors, they need to be prepared for what’s coming next.

5 Tips on Embracing Chat in Customer Service

Chat can help lower the barriers to first contact, increase conversion, and help brands develop genuine relationships with customers.

7 Deadly CRM Sins That Mean It’s Time to Switch

Having agents who are knowledgeable, professional, and well-trained is a step in the right direction. But consider a crucial element: your CRM system. The software you choose ultimately makes the difference in the consumer experience. Rather than simply collecting data, your CRM should help you build relationships with your customers.

Spotlight on FSMA: What You Need to Know

After years of drafting, public commentary, and waiting periods, the FDA has published seven FSMA regulations, two of which were put in effect this month. Read on for a quick overview of the Food Safety Modernization Act and its implications for customer service professionals.

Call Center Best Practices: 4 Things You Need to Know About Customer Loyalty

Did you know it costs at least five times more to acquire a new customer than to keep a current one? Successful companies are prioritizing customer retention, and they’re turning to call centers to lead the charge.

What Is Consumer Engagement?

It’s not enough to just talk about your brand and hope it gets noticed—statistically, it won’t—you have to talk TO someone. You have to do more than get and keep their attention; you must also convince them to take an action in response. In other words, if you’re not engaging consumers, you have very little hope of turning them into loyal customers.

Does Your Customer Experience Strategy Need a Tune Up?

Getting from satisfying to stellar doesn’t happen overnight—it takes thoughtful and proactive planning. With a customer experiences strategy that turns dissatisfaction or indifference into delight, you can increase your market share, generate revenue, and create loyal brand advocates who will help you sustain that growth.

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.