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Mar 27, 2019

What You Need to Know about Measuring Customer Engagement

Don't overlook service metrics, as they have an important impact on customer engagement.
Jan 06, 2019

How to Improve Average Handle Time in 5 Simple Ways

Balance efficiency and quality with these five steps to improving AHT while still providing stand-out service.
May 01, 2018

4 Customer Experience Metrics You Might Be Overlooking

The best way to prove ROI on customer investments is through careful, insightful analysis of customer data.
Mar 21, 2018

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

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Jan 05, 2018

Understanding the 3 Voices of Customer Data

Before you can get a real view of your customer experience, educate yourself on the three different customer voices.
Oct 27, 2017

Big Data on Display: 3 Tips for Retail Brands

Every leading company is collecting as much information as they can to create better experiences.
Oct 11, 2017

4 Crackerjack Ways to Get Ahead in the CPG Industry

The CPG industry faces serious challenges. How can CPG companies stay competitive against the odds?
Aug 27, 2017

Hidden Data: What It Is and How to Overcome It

What about the insights and customer feedback that aren't crisis-level? This data can be hidden and the insights lost.
Jul 24, 2017

4 Practical Ways to Prevent a Regulatory Nightmare

CPG manufacturers deal with constantly changing regulations. And failing to comply has serious consequences.
Jul 12, 2017

How to Use Technology to Protect Your Brand From a Crisis

In every Consumer Relations professional’s perfect world, crises don't exist. Unfortunately, life's not perfect.
May 30, 2017

Beware of These Common Challenges with Digital Command Centers

Digital command centers have become an important and powerful tool used by many organizations to create a more in-depth customer understanding. But digital command centers often come with barriers. A report from Skylight Intelligence notes the common challenges organizations face when collecting and analyzing customer data.
Apr 07, 2017

Every CRM Analytics Expert Should Track These 6 Metrics

A robust contact center CRM records terabytes of customer data, tracks countless metrics, and provides advanced analytics. If you know how to make use of it all, you’ll have a powerful tool at your disposal. But gathering that information is pointless if you don’t know what’s important…and why.
Jan 22, 2017

5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.
Jan 06, 2017

Social Media Analytics: How to Just Say No to Vanity Metrics!

It’s pointless to track a social media metric if it isn’t actionable. It might make for a pretty spreadsheet, but if it can’t help you improve some your social media strategy or tactics, it’s not worth your time. With that in mind, read on for a list of valuable metrics and advice on using them to your advantage.
Dec 16, 2016

3 Ways to Make Social Media Advertising Work for Your Brand

Now more than ever, people across the world have the means to communicate and share information in a more accessible way through social media. In turn, brands now have the ability to interact on a more personal level with their customers. Here are three ways to leveraging technology to master social ad management.
Dec 05, 2016

How to Measure Customer Satisfaction

By tracking quantitative and qualitative data from a wide variety of sources, you'll get a better picture of where you stand with your customers. If you limit yourself to only one or two sources, you’ll end up with a false understanding that can lead to misguided business decisions.
Oct 28, 2016

These 3 Silver Linings Make for Better Customer Service in the Cloud

“The cloud” started out as a flexible, more disaster-proof alternative to onsite file and data storage. But companies are now realizing its value to the organization as a whole. One major benefit is to customer service: cloud-based service enhances omni-channel engagement, thanks to improved agility and a unified view of the customer.
Oct 10, 2016

Customer Data Quality: How to Solve Your Top 3 Challenges

Robust voice of the customer (VOC) information, personalized service, and omni-channel engagement are among the most important factors in an exceptional customer experience strategy. But that’s not the only thing they have in common. They all rely heavily on accurate and complete data. In other words, customer data quality needs to be one of your top priorities.
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.
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?
Feb 19, 2016

What is Social Relationship Management?

Every hour of every day, millions of conversations are taking place on social sites. In fact, not surprisingly, social sites and blogs account for 23 percent of all our time spent online. No matter your generation, or what business you are in, you have most likely heard about the importance of social media for branding and customer relationship management (CRM).
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.
Dec 24, 2015

Leverage Voice of the Customer Insights as a Strategic Business Asset

In order to maximize your voice of the customer data you need to marry this information with other structured and un-structured data. This combined view gives new views into customer sentiments and behaviors. Many organizations struggle to analyze this information successfully because of the ineffective, manual processes required to do so. Automating the process allows you to find and act on the needle in the unstructured data haystack.
Oct 01, 2015

The Age of the Customer: How It Impacts Your Business

As Forrester calls 'the age of the customer' upon us, we ask how ready are you to manage your customer's expectations?
Mar 02, 2015

Is Social CRM Really That Important for My Brand?

A CRM strategy in today’s business cannot truly assist organizations without being social. Here's why...
Jan 29, 2015

6 Social Media Best Practices for Customer Care

These 6 tips or best practices might not apply to your company right now, but they might help when you’re ready to up your social media game, or venture into new online territory.
Nov 17, 2014

Top Social CRM Challenges and How to Overcome Them

With the growing number of social users and the increasing reliance of customers on their social network’s word-of-mouth brand recommendations, now has never been a better time to get your social CRM strategy in order.
Oct 14, 2014

Why CRM Continues to Play a Leading Role in Digital Initiatives

As we approach the final few weeks of 2014, we look back on what Gartner predicted for the CRM market for this year and 2015.
Aug 07, 2014

Prevention is Better than Cure for Reputation Management

For reputation management, here are 5 ways to prevent customer service issues.