Most CX and customer service leaders I talk to believe quality assurance (QA) in their organizations is a broken process in need of “modernization.” A CEB (now, Gartner) survey a few years back showed that a mere 12 percent of service leaders were confident that their QA process delivered tangible business results. But, in these […] Read More
Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences. Unsure if your organization is successfully aligning agent quality with […]
The Tethr Effort Index (TEI) is a powerful and substantial tool. Are you ready to dive into all facets of TEI? Our guide can fast-track your TEI journey in no time. TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and […]
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 […]
When the going gets tough, the tough build resilience. While maintaining a state of perseverance is complicated in an era where the light at the end of the tunnel seems but a distant star, there are excellent books out there for businesses to receive tips, get encouragement and learn from those who have successfully and […]
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. While pandemics are rare indeed, things like drastic regulation changes and natural disasters are other scenarios that need careful planning […]
Employees today have the knowledge at their fingertips to explore how businesses around the world handle company culture, fairness, equality, inclusivity and motivational tactics. They have high workplace expectations that come from diverse life and generational experiences. As an organization, the ability to foster or hinder an inclusive work environment can be the difference between […]
Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19, organizations have had to respond to pressing needs much faster. Practicing agile CX, (whether or not companies realize they’ve been doing this), has saved […]
A strong relationship between Employee Experience (EX) and Customer Experience (CX) matters. When they work together, EX can drive CX to success. Developing EX strategies and reevaluating them periodically is as critical as doing so for CX. Customer experience is a customer’s entire journey with your brand. CX all comes down to how a person […]
Three weeks ago, Tethr announced its intentions to unlearn racism as a company and to make space for the conversations surrounding the George Floyd tragedy and the systemic racism in our country. The work didn’t stop after publicly denouncing racism and declaring our support of the Black Community, though. Rather, our leadership introduced initiatives to […]
Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. The more customer-centric an organization is, the more likely it is to establish a larger customer base with loyal clients who spread […]
Learn 5 ways our customer success team uses the power of conversation intelligence to transform your business and improve your customer experience.