Are you ready to connect agent quality to effort reduction? Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them […] Read More
TL;DR: Tethr has deployed a new set of machine learning categories on Coronavirus and launched a dashboard for our customers to follow customer mentions of COVID-19, and how those interactions are being handled by agents. Use it to identify which reps are using effort-reduction skills while tracking all of the operational indicators companies need to […]
Those of us who are working in customer experience are on a journey to understand what’s creating the gap between our customers’ expectations of their experience with our brands and their actual experience. Working to close this gap is precisely why Tethr exists. Tethr is helping CX leaders improve their overall customer experience every day […]
Prospect, pitch, close, repeat. And where would sales be without stellar sales pitches? When it comes to improving sales, understanding the effectiveness of sales pitches is paramount. But how do you determine what is and isn’t working? Tethr helps businesses to surface trends in conversion rates, show averages and potential sales volume by team or […]
Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted All training should begin with an introductory meeting (either video or in-person) to help the new agents get connected with the call center director, agent supervisors […]
Harnessing AI-empowered strategies to improve CX is about knowing what works for your business to help you do more and become more for your customers. When you use the power of AI for enhancing customer experience, you are building stronger customer relationships. In short, AI can help you revolutionize your CX strategy. Here’s how: Nail […]
The outbreak of COVID-19 put tons of pressure on the customer service industry. Call centers are continuing to face a surge of calls from customers who have urgent and unprecedented needs. Agents must be well-trained, patient and prepared to take on the new challenges. While many businesses turned to self-service tools and digital channels to […]
There are countless articles out there about how you can secure more loyal customers. While there are tips, tricks and gimmicks out there to help you increase customer loyalty, the truth is that the best way to attract more loyal customers is to be a loyal company. So where do you start? How do you […]
Are you leveraging visual context to empower your organization to deliver better customer interactions? One of the best ways to elevate your brand is to make excellent use of visuals. When used to their full extent, visuals help keep communications clear, build brand recognition and loyalty, bring clarity to customers faster and strengthen attentiveness of […]
Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes. Coaching is a lot more complicated than simply managing agent performance. In order to maximize both employee […]
Earlier this month, Tethr, Kustomer and Challenger hosted the largest virtual customer experience summit of the year. Some of the best thought leaders in CX gathered to share their insights on the importance of continuing to provide an outstanding customer experience, despite the current state of the world. As was reiterated by the majority of […]
Unforgettable brands attract more than just customers, but a fanbase. In order to get truly loyal customers, persuade them to become ambassadors for your products or services by going above and beyond in the content arena. Think about what the presence of your favorite company or business looks like on social media. Are they funny? […]