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Mar 19, 2019

5 Call Center Training Best Practices You Should Be Following

Between constant turnover and seasonal fluctuations, training new call center agents can present a major challenge for companies. Leveraging these tips and best practices, you can ensure quicker new agent ramp times, higher case accuracy, and improved satisfaction for agents and customers alike.
Mar 07, 2019

What Is a Specialized CRM and Why Should You Care?

The choices for a call center CRM can be divided into two main categories: generalized vs. specialized CRM, sometimes also called "best-of-breed." This post takes a look at both options and explores the pros and cons for each.
Feb 28, 2019

Is Your Social Media Strategy Falling Behind?

Brands everywhere are struggling to keep up with the ever-growing number of channels and the increased importance of ratings and reviews. In this post, Astute SVP Shellie Vornhagen offers four signs your social strategy may be falling behind.
Nov 16, 2018

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Robotic process automation, or RPA, is a technology that can accomplish highly structured tasks following pre-set logic and instructions. With RPA, you can configure a bot to perform a specific function. Learn more about RPA and how to leverage it for customer care.
Nov 09, 2018

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

With customer engagement on the rise, efficiency and accuracy matter more than ever. Your front-line agents are your brand ambassadors, and you need to be able to rely on them to provide quick, consistent, correct resolutions to your customers. One of the most powerful ways to optimize your agent desktop experience is to embed valuable knowledge tools directly into their workflow, and here are five reasons why.
Mar 21, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

Traditional QA processes only check 1-5% of customer case data. The time it takes to manually check all of your CRM data for accuracy requires tons of resources, including a team of highly-trained QA agents. But there's a better way to ensure that 100% of your cases are accurately coded. Here is a 4 step process for cleaning up your data using automation.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

According to Statista, there were over 600 consumer product recalls between 2015-2016 alone. The damages related to a product recall can be devastating. From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Feb 09, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Contact center agents are on the front lines with customers every day, and the customers aren't always happy. The stress of this role can take a toll on agent happiness and the quality of service they are providing. This often leads to agent turnover, a problem many contact center's face. It happens because agents aren't always receiving the tools they need to effectively deliver great customer support. From the interface they use to their scripts, here are five ways to improve agent engagement and reduce turnover in the contact center.
Nov 04, 2017

The Evolution of Relationship Marketing

Relationship marketing now means that businesses must engage with customers and offer meaningful, useful (not to mention authentic!) information or be left behind - customers no longer want to be talked at or marketed to. Instead, savvy marketers must understand that businesses no longer control the conversation surrounding their brand.
Nov 03, 2017

Is There a Place for Chatbots in Your Organization?

With increasing attention being given to artificial intelligence, AI bots or chatbots are becoming a more viable option within enterprise support settings and for retailers and brands who offer digital customer care.