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Join Forrester’s Kate Leggett to learn how to move from simply satisfying your customers’ growing list of needs to delivering great service. Register for the webinar: Tuesday, February 28 at 2:00 PM ET.

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Blog

Feb 22, 2017

Product Updates: February 2017

From the Command Center in Astute Social to home page charts in ePowerCenter, find all the latest product features and updates here.
Feb 17, 2017

3 Essential Elements for a Successful VOC Program

Companies are beginning to implement voice of the customer (VOC) programs to reveal customer expectations and improve the customer experience. To get the most value from these programs, it isn’t enough to just implement them and hope for the best.
Feb 14, 2017

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

Consumers want to talk to their favorite brands like they talk to their friends. And they quickly get frustrated when they’re forced to engage through strictly structured interfaces. In the past few years, this trend has expanded from communication and engagement to e-commerce. Now, consumers want to use those same casual, conversational interactions to research and purchase products, request service, and ask for help.
Feb 13, 2017

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

You’ve heard the news that robots are here to steal our jobs, right? The smarter and faster they get, the more workers they can replace in factories, hospitals, etc. But what about contact centers? Are bots going to eliminate the need for human agents? The answer, luckily for all of us, is a resounding NO. In fact, bots and agents shouldn't be pitted against each other at all.
Feb 10, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Feb 08, 2017

5 Awesome Ways You'll Benefit from Social CRM

The ability to listen to what customers are saying about you, your brands, products, and services is incredibly beneficial. But by itself, social media does not offer insight into how you can improve customer relationships, service, products, or operations. You need a social CRM program with the right tools, people, and processes in place if you hope to bridge the gap between gathering social data and strengthening customer relationships.
Feb 06, 2017

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

Sales force automation (SFA) is a specific type of CRM (customer relationship management) software, used primarily by B2B companies. The most common type of CRM software for B2C companies, on the other hand, supports customer engagement in their contact centers. Which one is right for your needs?
Feb 03, 2017

7 Reasons You'll Regret Outsourcing Your Social Media Management

After about the fifth time you Google “human cloning technology,” it will probably occur to you that your job responsibilities have become too much for just one person. And you might start looking into outsourcing some or all of your social media management. Before you do that, though, we have some advice.
Feb 02, 2017

Are You PCI Compliant? 12 Requirements for Customer Data Security

Keeping your customer's confidential information private and secure is a substantial part of earning your customer's loyalty and trust. In fact, all companies who accept, process, store or transmit credit card information must maintain secure environments under compliance of Payment Card Industry Data Security Standard (PCI DSS). Even if you use a service like PayPal or only accept credit cards over the phone, your organization will be held to PCI requirements.
Jan 31, 2017

5 Essentials for Your Knowledge Management Software Needs

Customers have always been thrilled by the ability to self-serve. That joy has become an expectation as more than 90% of consumers say they expect a brand to provide some form of self-service. To be distinguished, simply having a self-service option is not enough. You need to back your offerings with an accurate knowledge management system. As you evaluate your options for potential customer self-service options, it is critical to have a clearly defined list of what is important to you.