This material originally appeared as part of our Resources video series. View the original here. Hi, this is Matt Dixon, and I’m the Chief Product & Research Officer here at Tethr, and I’m here to tell you a little bit more about what makes Tethr unique, and specifically how we power the modern listening enterprise. […] Read More
Customer churn, often referred to as customer disloyalty, refers to the customers who stop doing business with you, stop using your company’s product or service, or otherwise “leave the table.” Gone. Adios. Au revoir. It’s always a sad day when you lose a customer, and we all do our best to prevent it, often by […]
We’ve covered a lot of ground this year, and so have you, dear readers. Between COVID-19 and the transition to remote work, it’s been clear that priorities have shifted across the board, and we’ve all responded accordingly. New challenges have arisen, new needs pressed, and new solutions have emerged to conquer those needs and challenges. […]
2020 was a rough year—and that’s putting it mildly. Not an individual, operation, or industry has gone unscathed during this time of accelerated innovation. Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your […]
Quality assurance (QA) is not a new concept. It’s a decades old process that spans many industries. Dictionary.com defines it as: “a system for ensuring a desired level of quality in the development, production, or delivery of products and services” and the first example it uses is for nursing homes! When applied to the realm […]
“Have I fully resolved your issue today?” In the book, The Effortless Experience, my CEB (now Gartner) co-authors and I argue that this question is, hands down, the worst question a service rep can ask a customer. This is unfortunate because, as you’re reading this post, chances are pretty good that your reps are asking […]
In the era of advanced customer listening, tonal sentiment analysis offers a lot less business value than it might suggest. Some might even call it primitive. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization? Let’s dig in and excavate the basics together, shall we?
Reducing customer effort can feel like a monumental task, especially for big companies with legacy business processes, policies, systems, or companies in regulated industries. But these first three steps will get CX and customer care leaders started quickly and effectively. The most frequent question I get after presenting the research that went into The Effortless […]
Managing and improving contact center performance and customer experience has never been more important—and more challenging—than now. With the ongoing work and life disruptions brought by COVID, contact centers and customers alike are facing new and evolving burdens daily. Service interactions face more complexity than ever before COVID has forced businesses across every industry to […]
CX leaders all recognize the importance of a robust structured voice of customer (VoC) data collection program. It’s the bedrock of any good customer listening approach. But progressive companies are finding that adding unstructured data to their listening programs can help them surface insights faster, delve more deeply into friction points along the customer journey, […]