We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides. The thinking goes: if audio recordings can be transcribed into text, can’t we just throw that text into the same tools we’ve successfully used in the past to analyze survey verbatims or customer reviews? Won’t […] Read More
In a volatile pandemic market where one customer interaction can compromise an entire experience — what does an effortless customer interaction really look like? And how can you turn customer effort into effortless customer loyalty?
Customer conversational data is an incredibly powerful tool that CX leaders can use to improve the customer experience, identify customer churn risk and mitigate disloyalty. But it’s one thing to have conversational data—it’s another to harness that data and combine it with powerful workflow tools so you can automatically drive actions to improve the customer […]
One thing I’ve learned is that for customer experience and customer service leaders, metrics are like religion…and suggesting a new one or an alternate approach to what a company currently uses can spark a religious debate. We certainly learned this when my CEB (now, Gartner) co-authors and I debuted the Customer Effort Score back in […]
We’re eight months into this pandemic—and all the challenges that come with it—but the importance of providing a great customer experience has not diminished. In fact, it’s now more important than ever to consider what’s new, what’s to come and what’s actually working in the world of customer experience and customer service. With that said, […]
Here at Tethr, we talk a lot about reducing customer effort. After all, research shows that minimizing effort is critical to customer loyalty and improving the overall customer experience. One pillar of providing an effortless customer experience is to reduce channel switching which occurs when a customer is forced to bounce between multiple channels (chat, […]
The Agent Impact Score (AIS) is the world’s first algorithm that scores call center agents on the things that actually matter. It’s a powerful, complex and groundbreaking tool. Our guide can accelerate your journey into AIS in no time. With AIS, every customer interaction receives a separate, objective score with no bias. Agent performance can […]
The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. Effective VoC programs take multichannel feedback and transform it into meaningful improvements that enhance the customer experience. In turn, customers sit at the center of product […]
Lead with insights, not assumptions. A business leading with their own assumptions about customer needs will never win out against a company that leads with an open mind, looking for actual insights. Invest in the ability to listen to your customers or they will invest in someone else. Forget everything you think you know Do […]
The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and […]