If you think that Customer Effort only measures “how much,” you will be pleasantly surprised to find that that’s only scraping the surface of the customer experience insights you can uncover. We spoke with Forrester analyst Maxie Schmidt-Subramanian to find out what she’s learned regarding Effort’s impact on the customer experience. Although measuring Effort can […] Read More
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 […]
The entire world, including your customers, is now focused on the COVID-19 pandemic. Some of them are dealing with job loss, pay cuts or temporary layoffs. Some are on the frontline, putting their health and health of their families at risk in order to serve others. Many are battling Coronavirus health complications or know someone […]
What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale? While this might not be the sole key to a loyal customer base, it is a fact that engaged agents produce higher quality experiences for customers because they feel compelled […]
For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era. Disconnect in some ways is inevitable, but workplaces can […]
There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX). While both these experiences should remain critical focuses for businesses, materials on how to integrate them together are hard to come by. Shouldn’t there be more documentation on how to […]
When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. When a call center agent is conversing with a customer, this technology has the ability to keep pace with the interaction. How it works Oftentimes, […]
When it comes to measuring Customer Effort, are you survey-dependent? If so, isn’t this causing a higher effort experience as customers must relinquish some of their valuable time to answer these surveys? Machine learning and predictive scoring are modernizing the customer experience. While measuring Effort is a solid plan to start identifying areas of improvements […]
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 […]
The way your company handles a support request has lasting impacts. Whether a customer has a routine question or is experiencing a more complicated issue, how you respond dictates their impression of you. This affects the rest of their lifecycle, including if they want to continue doing business with you and how likely they are […]
When you think about customer experience (CX), you must think about it in terms of a customer’s entire journey with your brand. At its core, CX all comes down to how a person feels about the experience of interacting with your company. When someone has a great customer experience, you are delivering your promise, providing […]