White Papers Winning the Moments of Truth - When it Matters the Most, Knowledge Management Protects and Promotes Your Brand Extraordinary Journey or Navigation Nightmare? - How KM Can Make or Break the Overall Experience Ensuring Consistent, Accurate and Timely Information- Across All Channels How to Boost Profitability by Leveraging Contact Center Innovations Ten Strategies for Driving Customer Loyalty and Contact Center Efficiency By Increasing First Call Resolution
Winning the Moments of Truth - When it Matters the Most, Knowledge Management Protects and Promotes Your Brand
Featured in CRM Magazine's "Best Practices: The Role of Knowledge Management in CRM" November, 2006	Many companies have significant knowledge gaps where consumer interactions occur because they have not equipped key stakeholders, employees, partners, and websites with consistent, accurate, and timely information. This can have a negative impact on consumer perceptions of their brand(s). Knowledge management enables B2C (business-to-consumer) companies to fill these gaps. It is one of the most economical ways to support branding efforts as it furthers promotional initiatives while mitigating risks at the most critical junctures: consumer interaction touch points. Download this brief white paper that discusses identifies the major consumer touch point challenges, how companies have overcome them, and the roles Astute Solutions’ RealDialog knowledge management solution has played in the process.
Extraordinary Journey or Navigation Nightmare? How KM Can Make or Break the Overall Experience.
	Who doesn’t like the idea of a road trip? The anticipation of new experiences and attractions is always exciting. But if you miss a turn, take the wrong exit or receive bad directions along the way, you could find yourself completely lost. Ultimately, the experience will be frustrating and fall short of your expectations. This is an apt analogy for examining critical issues in knowledge management (KM). When a user sets out on a journey to find information, KM should act as a sophisticated navigation system that quickly and enjoyably guides them to their destination. It should also help the user find relevant points of interest along the way, and provide a detour when they encounter a dead end. Download this article that discusses using natural language to add context and clarity to your customer's inquiries to enable them to find the best answer to their questions.
Ensuring Consistent, Accurate and Timely Information When it Matters the Most- Across All Channels
	Today’s consumers want to choose where, when, and how they contact companies. They want to traverse between voice, email, web and chat channels without experiencing a degradation of service quality or accuracy. This poses a major challenge for companies: how to ensure consistent, accurate, and timely information delivery across all channels. Contact center agents must manage a high volume of interactions from (primarily) anonymous consumers, support numerous products, capture and deliver a variety of information, and quickly resolve issues. But many of them lack the tools, training, and/or ability to access the information they need. Download this article about integrating multi-channel customer service into your contact center.
How to Boost Profitability by Leveraging Contact Center Innovations
How to improve consumer relationships while reducing costs		Leveraging existing databases and systems in the contact center
How to manage multiple communication channels--significantly better and faster		Improving products, services, and the enterprise with contact center data
Improving first-contact resolution		Self-service capabilities and benefits
How the contact center can improve marketing and revenue		Real examples of results from leveraging contact center solutions
This white paper also outlines strategies for leveraging innovative, comprehensive contact software and technology, and describes how contact center data can be leveraged to improve your company and its profitability. Click here to download.
Ten Strategies for Driving Customer Loyalty and  Contact Center Efficiency By Increasing First Call Resolution
	Written based on best practice insight from industry-leading companies Learn the real ROI of improving first call resolution See how minor improvements in consumer satisfaction can make major improvements to your contact center bottom line!
Summary The ability to resolve customer issues on the first interaction is one of the best metrics for determining contact center efficiency and effectiveness. Research suggests that customer satisfaction may drop by 15 percent with each call back. Efficiency is impacted because repeat interactions add unnecessarily to contact center volumes. The ability to elevate the first-call resolution rate can have a significant impact not only on the contact center, but on the entire business. Fortunately, thanks largely to improved contact center technology, it is now possible for organizations to achieve higher first-call resolution rates than were possible in the past. Click here to download this informative white paper and learn about innovative self-service technologies, building a knowledge base, empowering agents, advanced contact center reporting, and much, much more!