Apr 02, 2016

The Future of Customer Self-Service [Video]

Today’s customers expect online self-service to provide relevant answers, personalized responses, and easy escalation. Watch the video to learn how knowledge management software using artificial narrow intelligence (ANI) can deliver the web self-service interactions your customers have come to expect.
Apr 01, 2016

Call Center Best Practices: 4 Things You Need to Know About Customer Loyalty

Did you know it costs at least five times more to acquire a new customer than to keep a current one? Successful companies are prioritizing customer retention, and they’re turning to call centers to lead the charge.
Apr 05, 2016

Don't Make Your Customers Come to You: 5 Reasons to Embrace Mobile Channels (and 39 Stats to Convince You)

A recent Harris poll found that 81% of respondents are frustrated by being tied to a phone or computer for customer service. As smartphones and tablets become more and more prevalent – 4 in 10 households don’t have a landline, twice the rate from just five years ago – consumers will increasingly demand access to customer service through mobile channels.
Apr 05, 2016

Managing Multiple Channels? 7 Reasons You Need Integrated CRM Software

Today's contact centers look almost nothing like their ancestors. Agents communicate via multiple channels – often in real time – personalizing interactions, recording conversations, and multitasking in unprecedented ways. The right CRM software can provide a single, integrated solution that puts the customer first.
Apr 11, 2016

3 Ways Social Media Management Tools Make You a Better Marketer

It's like trying to eat a bowl of cereal with a toothpick -- the right tools just make things easier! For social marketers and community managers, having great social media management tools in your toolkit is critical to success. These tools must address three main areas: listening to the social media conversation, responding to customer or prospect questions and comments, and distributing content.
Apr 19, 2016

Product Updates: April 2016

Check out these exciting new enhancements to ePowerCenter and Astute Social! Updates include new reports, Facebook reviews management, and a sneak preview of the new Social Command Center.
Apr 04, 2016

We Need to Chat: Why Typing Is the New Talking

The average American exchanges twice as many text messages as voice calls per month, and texting has become the most common cell phone activity. And messaging apps such as Facebook Messenger, WhatsApp, and Kik are gaining popularity. This trend is affecting our interactions with businesses too. We want the same quick, casual communication with them as we have with our friends.
Apr 14, 2016

Are Your Call Center Metrics Lying? 4 Questions To Ask About Call Center Analytics

In the world of customer service call centers, first contact resolution (FCR) measures how many customers had their issue resolved after just one communication touchpoint with a service agent. The related metric of talk time, or how long an agent spends communicating with a customer, is often examined in conjunction with first call resolution rates. However, when analyzed in a vacuum, these two numbers can lead to a dangerous misinterpretation of call center metrics.
Apr 18, 2016

There's a Bot for That: The Rise of AI on the Internet [Infographic]

Almost two-thirds of consumers interact with companies via chat, and they expect immediate responses 24/7. By automating chat using bots, you can afford to meet these new demands. View this infographic to learn about chatbots and how they're going to change the fundamentals of customer communication.
Apr 28, 2016

3 Ways to Keep Your Knowledgebase in Great Shape

Creating and maintaining a knowledgebase is like going to the gym. You know you should do it because it will be good for you in the long run, but it's difficult to get motivated. And despite what those late-night infomercials might say, there really isn't a quicker, easier way to get to the end result -- not for fitness, anyway. But there is an easier way to create and maintain an accurate knowledgebase despite constant organizational changes. Here are three ways to tackle the task of knowledge management without losing your head.