Don't let your next brand crisis, be it a recall, system outage, or social media firestorm, catch you unawares. Walk through a "day in the life" of managing a brand crisis, from first becoming aware of the crisis to resolving it, and see how technology can make this stressful situation less overwhelming.

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As a leading brand in your industry, you take the time to develop products and services that are uniquely matched to the audience you serve. This is great for your customers, but the diverse characteristics involved can make it complicated to find actionable data in your reports – how can you derive accurate insights across the board when you're comparing apples to oranges? ePowerCenter's normalized reporting capabilities solve this problem for you, offering efficiency through an easy-to-use tool that gives value to your data.

Join ePowerCenter product manager Nick Brown in this webinar as he shares how to create and run normalized reports in ePowerCenter, and why normalized reporting is important to your brand.

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Today's consumers have high expectations, and adding new channels as they emerge can seem time-consuming and scary. Learn about the new channels and how you can determine if these channels will work for your brand.

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Experts agree that AI and automation should not replace human customer service agents, but that these technologies should be used to support agents in their interactions with customers. Learn about nine call center functions that are ripe for automation, and how to combine the best of your agents with the best of AI to drive better CX.

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Best-in-class contact centers know this fundamental truth: happy agents equal happy customers. The more engaged and supported your agents are, the better the customer experience they're equipped - and motivated - to provide. Learn three ways to ensure your agents are engaged and focused on delivering the kind of CX that keeps customers coming back.

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Your Customer Service team's number one priority is resolving customer issues (of course). But where else should your team focus their efforts? In this webinar, you'll learn about the top five objectives that your customer service team -- and the systems that support them -- should achieve to provide differentiated experiences and keep your company competitive.

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Most of us keep our mobile devices close-at-hand at all times, and we expect companies to serve us on the mobile channels we prefer. In this session, Astute Product Manager Anthony Kantor will explain the components of an exceptional mobile customer service experience, and demonstrate how to deliver it.

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When it comes to adopting new customer technologies, the retail industry is often on the leading edge. Learn how virtual agents and chatbots can be used to improve the customer experience and drive brand loyalty, and see three real-world use cases for retail virtual agents.

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Companies everywhere have awakened to the reality that customer experience is king, and are seeking to better understand customer perceptions and behaviors. Unfortunately, having an effective voice of the customer (VOC) program is not an easy task -- in fact, only 3% of companies feel they do this well. Learn about five common challenges with VOC programs and how to overcome them.

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With call center metrics, do numbers always tell the whole story? Join the session to learn about five contact center metrics that are often misinterpreted, and see how to ensure you're truly focused on improving the customer experience.

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You rely on CRM data to provide valuable customer insights. Is it enough to spot-check only 3-5% of this data? Find out how Astute can ensure the accuracy of 100% of your CRM case data while reducing QA effort.

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This is not a drill! Whether it's a product recall or a customer complaint gone viral, brand crises are a fact of life. Learn how to find out about a potential issue before it becomes a full-blown crisis, and see how the right technology can support your brand protection strategies.

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As more companies turn to chatbots and virtual agents to enhance their customer service, they're asking, "How closely can bots replicate human interactions?" when the real question is, "Should they try?"

In this 15-minute webinar, we'll discuss what customers really want from a service chatbot and how to deliver it. Complete the form below to watch the on-demand webinar.

For contact centers, optimizing processes is a top objective this year. Join the webinar to learn three ways call centers can make 2018 their year of optimization.

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Turning data into insights into action is a key strategic priority for companies of all sizes. Learn which KPIs are most important to measure, how to collect the right data, and how to share your insights company-wide.

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Nine out of 10 people keep their phones within a 10-foot radius at all times. Providing the kind of mobile experiences your consumers expect is absolutely crucial to staying competitive. Learn the critical elements you'll need to deliver outstanding service on the go.

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Eighty-eight percent of consumers trust online reviews when considering a business -- and that number continues to increase. It is essential to understand the impact reviews have on your business, and how you can use them to build your online reputation. Join us to learn 6 tips for handling online customer reviews.

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With 1.2 billion monthly users, Facebook Messenger is a customer communication force to be reckoned with. Learn about the five ways Messenger chatbots can enhance every step of your customer journey, and see examples of how this technology can be used across different industries.

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Is your customer service team missing out on the opportunities offered by live chat? If you're wondering why you should care about live chat or what benefits to expect from implementing it, join us for the webinar to learn three ways live chat can drastically improve your customer engagement.

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When it comes to creating experiences that meet the rising expectations of consumers today, it's important to always be planning for tomorrow (or next year). We'll share what's coming in 2018 in the world of customer service and CX. Join the webinar to learn about the 2018 trends you can't afford to ignore.

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There are six stages of the customer lifecycle, representing your customers' journey from brand awareness to brand loyalty. Learn more about each stage of the customer lifecycle to help improve your customer service and provide true omni-channel experiences.

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It’s time to go beyond traditional web and mobile self-service to meet consumers' demanding expectations. Failing to respond in the right way, in the right timeframe, and through the right channels can harm customer loyalty and damage your reputation. Learn how to identify and support the right self-service channels for your customers.

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Join C3i Solutions and Astute Solutions to learn what every brand needs to know about detecting and successfully handling AEs and PQCs on social media. Our social media strategists will address the challenges of pharma and consumer care brand managers and will provide practical tips for addressing these challenges. Complete the form below to watch on demand.

Most customers prefer to self-serve but when they need help from an agent they want a fluid, friction-less transition. Smart escalation involves identifying the right customer, choosing the right moment, and sending in the right agent with the necessary tools. Learn how you can engage customers intelligently.

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Customer journey maps are a valuable tool for understanding how your customers interact across every touch point. Many companies today are investing significant time and resources in mapping journeys, but are not getting enough value out of their efforts. Learn five ways to use your maps to improve the customer experience.

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From our core CRM product, ePowerCenter™, to intelligent self-service, chatbots, social media, and other technologies, we’re dedicated to enabling customer service, marketing, and e-commerce across the enterprise to provide easy-to-deploy solutions with best-in-class service to customers. Join us to see how we can help you!

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Artificial intelligence has moved out of the realm of science fiction and into the business world. But you might be wondering how AI can bring real value to your call center. In this webinar, you'll learn three valuable, real-world uses of AI for customer engagement.

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Is authoring content for your knowledgebase an overwhelming task? It doesn't have to be! Learn three smart ways to streamline authoring and keep your knowledgebase up to date.

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Artificial intelligence (AI) is a hot topic in the business world, but what can it really do for customer engagement? Learn about the benefits of combining AI and humans to improve the customer experience.

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It’s no lie: monitoring social media activity is time-consuming. So when it comes to reacting in the moment, you must be prepared to set yourself up for success. Follow these best practices so you can jump in at just the right time.

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Retailers are facing immense pressure due to ever changing consumer expectations, especially when it comes to online giants like Amazon. To set yourself apart (or stay competitive), you must unify the retail customer service experience across channels.

In this 15-minute webinar, we will highlight the trends that we think will have major impact on the retail industry and that you can't afford to ignore. Complete the form to watch the on-demand webinar.

Despite the popularity of social networks, many brands still struggle with how to serve customers via social channels -- as proof, consider that 58% of consumers who have tweeted about a bad experience never received a response.

In this 15-minute webinar, we'll discuss five steps to delivering the social care your customers expect. Complete the form to watch on demand.

As app usage and m-commerce continue to grow, offering robust mobile customer service is becoming more and more important. Customers, especially millennials, are frustrated when they have to switch channels or devices to access support.

During this 15-minute webinar, we will share 9 tips for providing the mobile self-service support millennials want. Complete the form to watch the on-demand webinar.

In a viral world, it only takes one bad customer experience to turn into a crisis. And chances are at some point in the next 12 months your company will need to communicate a difficult situation -- whether a recall, product issue or social nightmare. Having a crisis management plan is key to protecting your brand.

In this 15-minute webinar, you'll learn how you can conquer the most common types of crises with our technology. Complete the form to watch on demand. 

Consumers want to solve their own issues and find their own answers, anytime, anywhere -- in fact, 90% of them now expect brands to offer self-service options. Is your brand meeting their expectations? How could you take customer self-service to the next level?

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Call centers are the face of your brand, a direct line to your consumers, and your best tool for increasing customer satisfaction and loyalty. As a contact center leader, you must institute practices to provide the highest level of customer service.

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Customer journey maps help address key customer experience (CX) challenges. Did you know three out of five CX professionals use customer journey maps to gain customer insights and guide their engagement strategies? Learn best practices for customer journey mapping. Complete the form below to watch the on-demand webinar.

The key to avoiding a crisis is identifying an issue before it becomes a trend. They key to managing a crisis is understanding your inbound contacts, and informing your agents on how to interact with these customers. Astute can help you be prepared with threshold notifications, frequency reports, and more. Complete the form to watch the on-demand webinar.

As customer demand for 24/7, instant service increases, companies are discovering that they can’t keep up without some level of automation. But the usual FAQs or knowledgebase keyword searches aren’t enough either. Consumers who are used to talking to Siri, Google Now, or Alexa don’t want to work to find the magic combination of words that returns the answer they need. That’s where bots come in. Fill out the form below to watch the on-demand webinar.

Is your customer experience good enough? It’s a critical question, but one that’s not easy to answer. Astute’s Customer Maturity Framework Assessment breaks it down into straightforward questions in five key areas. Complete the form to watch this webinar on-demand.

The auto industry is undergoing its first major upheaval in decades, and the car companies that will succeed are already starting to adapt. Find out what changes to expect and how you can keep one step ahead of your younger customers. Complete the form below to watch the on-demand webinar.

Customers are seeking unique, authentic products, and experiences in a fragmented marketplace, forcing CPG companies to look for smarter ways to meet these expectations as well as comply with regulatory requirements. Join us for this free webinar to learn about the challenges today’s CPGs face and how the right technology can help overcome them. Complete the form to watch the on-demand webinar.

Guest speaker Kate Leggett, Forrester VP and Principal Analyst, and Astute CTO Alex George share their insight into delivering the intelligent, personal, and contextual service your customers demand. Complete the form to watch this on-demand webinar.

The future is now, and chatbots are finally here! No longer just a possibility, chatbots are already starting to radically change everything we know about customer communication. Learn more about the ins and out of chatbots and discover ways to use them to your advantage. Complete the form to watch the on-demand webinar.

Today’s customers expect to communicate and engage with your brand on a personal level across multiple channels in one seamless interaction. Learn how to accomplish this without forcing customers to repeat themselves or switch devices, and while having agents use the same interface. Complete the form to watch the on-demand webinar.

In this session, you'll learn what you should look for in a social ad management tool, as well as best practices to get the most value from your social ads. Complete the form to watch the on-demand webinar.

Your customers no longer want to call. Now more than ever, humans start with a quick message even if we desire a full conversation. We communicate by chat, voice, video and always in that way. Learn why this is a trend you can’t ignore, and tips to executing chat successfully for your brand. Complete the form to watch the on-demand webinar.

Chatbots are picking up steam as more brands are starting to investigate how to leverage this emerging technology. Astute Bot enables you to deliver sophisticated experiences at any time and on channels where your customers already engage.

The conversational interface is smart enough to return a meaningful response and know when to escalate to a live agent -- creating the perfect balance between virtual and live customer service. Complete the form below to watch on-demand.