Mar 01, 2016

The Three E’s of the Customer Experience: Part 1

It’s a fact: companies that provide exceptional customer service perform better than the rest. The secret to providing an excellent customer experience lies in the three E’s: ease, effectiveness, and emotion. This three-part series will explore each one, identifying key strategies and trends along the way.
Mar 11, 2016

The Three E’s of the Customer Experience: Part 2

Customer expectations are changing, and companies who fail to differentiate through the customer experience (CX) will fall behind. In fact, recent Forrester research found that companies that provide outstanding customer experiences outperform the S&P 500 by 26 percent!
Mar 15, 2016

The Three E’s of the Customer Experience: Part 3

For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.
Mar 20, 2016

Web Self-Service Gone Wrong: 4 Situations to Avoid

Seventy-five percent of consumers think working with a live service agent takes too long. Most turn to web or mobile self-service to find answers to their questions, but unfortunately, they are often disappointed with what they find.
Mar 13, 2016

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?
Mar 20, 2016

Product Updates: March 2016

With a new version of ePowerCenter launching in a few weeks and enhancements to Astute Social to include Instagram monitoring, you’ll want to make sure to update your Astute Products so you’re using all of the latest features.
Mar 20, 2016

Call Center Management Best Practices: 5 Ways to Build a Customer-Focused Experience

If you’re like most companies, you’ve spent a lot of time designing your contact center around easily-measured metrics like response times. You’ve trained your agents to closely follow a script and to resolve calls in a matter of minutes. But in all that planning, have you given your customer a seat at the table?