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Feb 11, 2019

9 Important Call Center Industry Standards & How to Beat Them

How do you measure success against call center industry standards? Although companies measure success differently depending on their customer base and their industry, this post offers benchmarks for two key areas: response times and agent efficiency metrics.
Jan 23, 2019

7 Customer Self-Service Examples (and Practical CX Advice)

Customer self-service is now considered a must-have. But what would it really look like for your company? In this post, we'll share seven best practices for implementing self-service on your digital properties, illustrating each with self-service examples.
Jan 03, 2019

The CX Revolution Will Be Personalized – And AI Will Help Lead It

In 2018, major consumer brands experienced core changes to their businesses that continue to drive the evolution of customer experience. Astute CTO Alex George shares his perspective on the challenge brands face to keep creating experiences that differentiate.
Dec 20, 2018

Customer Care Taking Over Social Media? 4 Things to Keep in Mind

Who's responsible for managing social at your company? For many companies, the answer is: "It's complicated." Social networks have been around for more than a decade now, but the way companies handle them is not as well established.
Dec 11, 2018

2018 In Review: 3 Fundamental Shifts in the Customer Care Industry

As another year winds down, we're looking back at 2018 to consider the top trends and themes that have been changing the game for our customers – and therefore, for us. In the keynote address at this year's customer conference, Astute CEO Ray Carey explored three main themes he's seen in the market and highlighted what they mean for customer care teams.
Nov 30, 2018

3 Unique Knowledge Management Challenges for Your Distributed Workforce

Knowledge management (KM) and knowledge transfer can be major pain points within organizations. Let's look at three key challenges of managing knowledge effectively when you have a distributed workforce.
Nov 27, 2018

Too Much of a Good Thing? How to Handle Social Media Praise More Effectively

It's possible to have too much of a good thing. In this case, we're talking about praise for your products and your brands via social media. Everyone loves a positive mention, but it can be difficult to filter through the noise to find actionable comments. As brands everywhere seek to increase customer engagement, especially across digital channels, the issue of scaling to handle the increased volume of all customer input – praise included – is posing serious challenges for customer care teams.
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.
Oct 26, 2018

3 Times When You Might Not Want to Use a Customer Service Chatbot

In our work with consumer brands around the world, we've heard a lot of excitement about what automation and chatbots can do, but there will always be tasks that make more sense for a human agent to perform. And there is some debate about what types of customer interactions should and should not be handled by a virtual agent vs. a live one.