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May 14, 2019

The Real Deal with Chatbots: 3 Takeaways from Industry Trends

With so many trendwatchers out there commenting about the implications of AI, automation, and bots for the customer experience, it can be difficult to sift through the discussion and figure out your strategy. By combining expert insights with our experience working with leading consumer brands, we've distilled the following insights.
Apr 01, 2019

Using the Digital Service Matrix to Plan Your CX Initiatives

With more of their interactions with companies taking place on the internet and mobile devices than ever before, consumers have fully realized the value of digital engagement. Use this framework to measure your company's level of sophistication when it comes to digital CX.
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.
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.