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, […] Read More
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 […]
Get 7 customer conversation analytics features to transform customer feedback into actionable insights and transform you into a customer listening pro.
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 […]
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 […]
Data scientists are tired of being bogged down by your organization’s lower-value tasks. They didn’t know they signed up to be your go-to reporting person, your call center database expert and at everyone’s beck and call for even the simplest of questions about data. They got into data science to solve complex problems with machine […]
There is no such thing as placing too much emphasis on the customer experience. But are you committed to securing the resources to do so? As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world […]
Your frontline employees set the stage for the customer experience. After all, they’re the first impression of what your company is all about. Frontline employees are constantly observing how your customers interact with your offerings, so they are much better sources of information than conventional research. When you fail to engage and empower them, you […]