Reporting & Analytics Archives | Astute

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How Customer Data Integration Leads to CX Mastery

How do integrations help add context to your disparate data sources and help you better understand and boost CX? We take a look in this post.

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Correlation vs Causation: What’s the Difference?

What you need to know about causation and correlation, including key differences and examples of both.

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Improve Average Handle Time in the Call Center: A 6-Point Action Plan

Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service.

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Mapping the Customer Journey: What Insights You Need (and How to Get Them)

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without.

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Customer Satisfaction Survey Questions: 11 You Need to Measure (+ Examples)

The insights you gain from these questions can inform key decisions and help set your company on the path to CX success.

Is Employee Health Screening Required? and Other Questions

As the world goes back to work, employers have a variety of pressing questions about health screening and keeping their teams safe.

How to Pull Insights from Your CRM – Part II: Business Insights

Learn the key metrics that can help contact centers deliver insights to other areas of the business.

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How to Pull Insights from Your CRM – Part I: Operational Insights

What contact center operational efficiency metrics offer insights on customer satisfaction, and how do you find them in your CRM software?

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Customer Retention Strategies: Start with Calculating Customer Churn

Customer attrition, also called customer churn, is a measurement of how many customers stop doing business with you over a given period of time. Of course, losing customers is more than just an emotional matter -- acquiring new customers costs up to seven times as much as retaining your existing ones.

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What’s the Difference Between CRM and CXM?

There’s so much customer data that more focused subsets of CRM software have emerged. This is a tale of two CRMs: Sales CRM and Customer Service CRM, or CXM.

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6 Ways to Improve Your Customer Experience Dashboards

What makes for a successful CX dashboard? Here are six things to consider when creating your next dashboards.

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4 Great TED Talks on the Power of Context in Data Analysis

Context is key in data analytics to get a complete view of the customer. These TED Talks provide great examples of that.

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Getting to the Heart of Customer Problems with First-Party Data

There many problems you can solve with big data customer analytics, like fixing underlying customer issues.

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What You Need to Know about Measuring Customer Engagement

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

Every CRM Analytics Expert Should Track These 6 Customer Service Metrics

A robust contact center CRM records terabytes of customer data, tracks countless metrics, and provides advanced analytics. How could you use it more effectively?

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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.

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3 Skills Every Director of Customer Experience Needs to Succeed

The 3 key skills you should look for in a Director of Customer Experience as this role becomes more in demand.

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Customer Experience Management Starts with Effective Customer Data Analysis

What do you need to be able to perform effective customer data analysis that informs successful Customer Experience Management?

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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.

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Big Data on Display: 3 Tips for Retail Brands

Every leading company is collecting as much information as they can to create better experiences.

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The 4 Most Important Customer Experience Metrics

Measuring the customer experience at all touchpoints is critical. Here are the metrics every company needs to track.

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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.

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.

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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.

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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.