Jan 06, 2016

Create an Excellent Customer Experience

As a consumer of products and services, can you really tell the difference between a good experience and a truly excellent one? Well, depending on the situation, it’s likely that most people can. But, for brands to deliver a truly exceptional consumer experience, the bar is constantly rising. The evolution consumer expectations can be partly attributed to consumer access to and use of technology.
Jan 03, 2016

How WebRTC is Changing Contact Centers

Contact centers continue to evolve and grow in lots of different ways. One of the influencing factors in this change is the use of WebRTC. WebRTC is technology that enables use of the web browser to support chat, voice and video calls. This allows customers to start in their preferred self-service mode and easily move to real-time engagement with a click of a button and without ever leaving the browser.
Jan 05, 2016

Customer Engagement in the Mobile Moment

Epictetus, the stoic Greek philosopher, once said, “God gave man two ears but only one mouth, that he might hear twice as much as he speaks.” One has to wonder what Epictetus would say now in the 24/7, hyper-connected flow of content via social media and seemingly unlimited entertainment streaming?! Organizations paying close attention can strategically influence these experiences by interacting with their prospects and customers at exactly the right time.
Jan 07, 2016

Unconditional Customer Loyalty: Lessons from My Dog

So what does this have to do with customer loyalty? How can I compare the unconditional love of a best friend – be it canine or human – with the love of customers for a brand or product or company? Easy. It’s the same. Yes, there are different levels and intimacies involved, but – when all is said and done – to earn loyalty, to make people want to be near you and your brand and your company, be a great friend!
Jan 08, 2016

Take the Plunge into Social Media

According to a recent study reported on by Mercury News, nearly half of all companies don’t utilize social media for customer service purposes. Here's how to implement social media as part of your customer service strategy.
Jan 09, 2016

3 Common Pitfalls When Implementing a KMS

Implementing a KMS solution is an important part of any customer experience strategy and it doesn't have to be a daunting task. However, here are some common pitfalls that you absolutely want to avoid.
Jan 14, 2016

Listen Up: 5 Essential Social Listening Metrics

There are over one billion posts on Facebook and four hundred million tweets on Twitter per day. The insights you need are lurking in social media’s truly big data--how can you gain access to all this information? Two words: social listening.
Jan 14, 2016

Is Your Digital Experience Ready for 2016's Consumers?

In 2016, brands must "create experiences that are meaningful and memorable for the customers they value most."
Jan 18, 2016

What is Retail Customer Service Experience Success?

In the retail industry, individual service experiences directly impact your business. In numbers, they make or break it. One bad experience—in a store, through your contact center, on your website or through social media—can permanently damage a customer relationship.
Jan 25, 2016

Product Updates: January 2016

From new CashStar egiftcard viewing options in ePowerCenter to dual camera features in Astute SOS, find all the January features and updates to Astute products here.