Pin This Pinterest image description
CRM Infographics: Check out Pinterest for some great CRM infographics!
Get Social

White Papers: How to Improve the Customer Experience and Reduce Contact Center Costs

Multi-Channel Service Delivery

Delivering unprecedented customer experience with multi-channel case management software | Aberdeen Group Report

Astute Solutions recently partnered with the Aberdeen Group to produce this benchmark report. It addresses the concerns we have heard from many companies--concerns such as: how to reduce your costs, yet ensure positive customer experiences; how to ensure that customers receive consistent and accurate information—whether they choose to use web self-service channel, send an email, or call you; and how to improve first contact resolution across all communication channels. In this report, Aberdeen Group outlines the specific steps, technology enablers and best practices for achieving high-impact results in your customer service organization.

 

More

Voice of the Customer White Paper

You may be listening but are you putting those consumer insights into action?

It's surprising. Companies still struggle to understand and meet customer requirements. And as a result, more than 65 percent of new product introductions fail despite enormous investments in market research, surveys, and interviews. This is one of the many compelling reasons survival-minded companies are fast-tracking "voice of the customer" (VOC) initiatives.

 

More

Delivering Customer Service Via the Contact Center and the Web

Covering All Points of Attack | Aberdeen Group Report

Astute Solutions recently partnered with the Aberdeen Group to produce the benchmark report "Delivering Customer Service via the Contact Center and the Web." It addresses the concerns we have heard from many companies--concerns such as: how to reduce your costs, yet ensure positive customer experiences; how to ensure that customers receive consistent and accurate information—whether they choose to use web self-service channel, send an email, or call you; and how to improve first contact resolution across all communication channels. In this report, Aberdeen Group outlines the specific steps, technology enablers and best practices for achieving high-impact results in your customer service organization.

 

More

Unifying Communications and CRM

The Unified Contact Center: The Integration that Keeps on Giving | Pelorus Associates

Unifying all major contact center applications around a common platform creates numerous advantages. But when tightly integrated with an advanced CRM solution, this combination delivers an incredible new level of functionality and ROI. The CRM system becomes an extension of the entire solution. It extracts information from the call server and other applications, delivering the information agents need when they need it. They process queries through just one application—not three, four or five. Agents' productivity is further improved as screens automatically appear in the precise sequence of workflow. Functions work together, seamlessly, to enhance: first contact resolution; service quality and consistency; handling times and efficiency; customer satisfaction and retention; agent productivity and morale; and more.

 

More

Unifying Enterprise and Contact Center Communications around a Common Platform

Driving Contact Center Productivity and Profitability | Pelorus Associates

Most large organizations have separate systems in place for the Enterprise and the contact center. Because these systems are not unified, only the contact center has access to critical customer-generated data. And, when these systems are not unified, costs double, systems are difficult to administrate and inefficiences and complexities run rampant. This paper explores the innovation behind systems unification and outlines the economic and customer care benefits of a fully unified, all-in-one solution and how this drives ROI and competitive advantages for the enterprise.

 

More

What Every Marketer Should Know About Knowledge Management

How to increase conversion, retention, and revenue using conversational KMS

As marketers, we seldom consider Knowledge Management (KM) a top priority. But it should be. It is how we organize, manage, access, and distribute knowledge to help our customers, constituents, and prospects fulfill their wants and needs, while furthering our business goals. In this Astute Solutions White Paper, you will learn more about how effective KM enables marketers to deliver the right information at the right time, while gaining "voice of the customer" feedback from customers, prospects and employees to drive continuous improvement.

 

More

Self-Service Effectiveness: Does Yours Measure Up?

A short assessment for taking web self-service from "good enough" to "great"

With a greater number of self-service channels to choose from comes a higher level of customer expectations about the quality and consistency of the information they get. Most self-service solutions come with the promise of reduced costs, but do they actually increase costs when a customer leaves the interaction unsatisfied? What are the questions you should be asking yourself in determining the effectiveness of your current solution? Is it helping you provide excellent service and actually reducing costs? How can the latest generation of Web self-service solutions help you? Assess your current self-service in this white paper and learn how your self-service can go from "good enough" to "great."

 

More

Collaborative Customer Service: The Power of All.

Optimize Your Customer Service Experience Strategy and Delivery for the "new reality." | Strativity Group White Paper

There is a new reality…customers are more empowered than ever, and negative experiences have never been as damaging to a companies brand and reputation. To address this new reality, organizations must re-align their service approach—shifting focus away from "managing" customers and toward value creation. By transforming their contact center and self-service channels into collaborative service platforms, they can make personal and long-standing connections—one experience at a time—that generate significant value for the company, employees and their customers.

 

More

Is it Live…or is it a Conversational Agent?

Web Self-Service that Blows Away Expectations. | An Astute Solutions White Paper

Conversational Agents (CA) bring a personal touch to the often impersonal self-service interaction. They also bring high user and customer satisfaction ratings, reduced overall interaction costs and reduced inbound service and support contact volumes. But many customer service professionals and marketers are unaware of what a CA can bring. Instead they opt for FAQ tools and keyword matching search tools to provide online service to their customers. In reality, these tools may increase costs in the form of damaged customer relationships, increased per-incident costs and lost sales. Learn how a CA can transform online service and blow away customer expectations.

 

More

The Intelligent Contact Center

Building the Unified Contact Center for Increased Multi-Channel Visibility | Aberdeen Group Report

This report is the result of research conducted with managers and executives at more than 200 companies and provides a status as to: how "Best-in-Class" companies are using intelligent contact center strategies to alleviate competitive pressures, enhance customer satisfaction, reduce costs, and improve first contact resolution; how companies across all industries are enabling their customers and employees to receive precise, well-timed and consistent information; the organizational capabilities and technology enablers used to provide a consistent customer experience across all channels (email, chat, voice, IVR and web); and the strategies and practices that separate the Best-in-Class organizations from the rest. In addition, this report outlines the specific improvement activities that can help you to achieve your goals. These recommendations apply across industries, for companies large and small, and with high and low call volumes.

 

More

The Contact Center as a Profit Center

Create a Unified Contact Center with Speech, VoIP, Data Integration and Performance Analytics | Aberdeen Group

Contact centers executives and managers are constantly being asked to "do more with less." And many are optimizing their Contact Center with Speech, VoIP, Data Integration and Performance Analytics. In this report, Aberdeen Group dives into the huge potential savings, sales and profits companies are missing through the inefficient management of the contact center technology infrastructure. By studying the impact of self-service and speech enabling technologies, Aberdeen shows you how to lower costs and drive profit in your contact center. The report also outlines specific steps to achieve and maintain Best-in-Class status.

 

More

The Multi-Channel Call Center Agent

CEM Reality or Myth? | Aberdeen Group Report

As customers continue to use new and improved communications channels, your agents must have the ability to handle these interactions in a seamless way. In this Aberdeen Group report, find out how Best-in-Class companies are achieving high levels of customer satisfaction, agent retention, competitive differentiation, and cost reduction through multichannel agents. Learn the steps and technology enablers involved in achieving and maintaining Best-in-Class status.

 

More

How to Boost Profitability by Leveraging Contact Center Innovations

Transforming Customer Management Problems into Profitability | Astute Solutions White Paper

Increasing profitability while keeping tight reins on costs remains the goal--and the biggest headache for most managers and executives. In this white paper, you will learn how the contact center can play a vital role in achieving this: reducing costs, improving profits, and driving increased customer loyalty.

 

More

Service Recovery that Keeps Your Customers Coming Back

Customer Retention Strategies and Technology Enablers for the Restaurant Industry

Quick service and casual dining restaurants are in a strong position to gain business share--even through tough economic times. One key to success lies in these businesses' ability to provide great service and recover from bad service experiences and adverse events. Due to the nature of the restaurant business, customers often communicate praises or complaints through interactions with a corporate call center--but store-level management is rarely getting access to that feedback. The opposite occurs as well. Add social networking and word-of-mouth and this results in the organization as a whole losing touch with the customer and leaving numerous issues without the proper attention. In this white paper, you'll learn how some of the world's top restaurant chains are addressing these challenges and leading the pack in customer satisfaction.

 

More

Ten Strategies for Driving Customer Loyalty and Contact Center Efficiency

by Increasing First Contact Resolution | Astute Solutions White Paper

First contact resolution is a good indicator of contact center effectiveness. In fact, studies suggest that for every call it takes to resolve an issue after the first one, customer satisfaction drops 15%. The ability to improve on first-call resolution rates can have a significant impact not only on the contact center but on the entire enterprise. Thanks to improved contact center technology, including contact interaction and knowledge management software, it is much easier for organizations to resolve customer issues on the first call than was possible in the past.

 

More