Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends, 65 percent of an organization’s business comes from existing customers. On top of that, the probability of selling to an existing customer is 60-70 percent, […] 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 […]
Agent managers are shot callers. Agent leaders or coaches are listeners. Trust us, you should strive for the latter. Some contact center managers micromanage reps as they feel that empowering them will create chaos. These agents aren’t supported to arrive at their own solutions through learning. A lack of listening can be detrimental to an […]
Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. In the call center domain, driving operational excellence is critical, after all, today’s customers are more discerning and knowledgeable than ever before. Seventy-eight percent of […]
Although Tethr boasts the only customer listening platform built for the everyday user, data scientists are also cheering on Tethr. So what’s getting data science and analytics teams excited to use our platform? For one, Tethr allows practitioners to build their own reports and dashboards. Users are able to search all of their call data […]
While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX). How a customer feels when they interact with your organization and brand is now arguably as important as the products and services themselves. A positive CX yields a competitive advantage Through […]
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. This makes for happy customers, employees, shareholders and leaders. What is VoC and why does it matter? Voice of the customer (VoC) refers to a collection […]
In this brief video, Tethr’s SVP of Product, Ted McKenna, breaks down three of the most powerful ways customers are putting the Tethr Effort Index (TEI) to work. TEI is the market’s first machine-based effort measure. Every single interaction, whether it be a recorded call of chat interaction, is taken into account so that all […]
You take a chance on an employee, invest money to bring them up to speed, give them hours of your time and watch them transform into a skilled worker. After a few months, the employee in question cleans out their desk and heads toward a new opportunity. Sound familiar? If so, you probably either have […]
Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. For those wanting solid business results, a CX map can be a valuable tool for identifying limitations, strengths and opportunities for real impact. So what is a CX map? A CX […]
You walk a customer through an issue, resolve their problem and wrap up the call. At that point, you consider the job done. But is it? Organizations are often under the impression they’re performing well because they have strong first-contact-resolution (FCR) scores. However, repeat calls often indicate downstream issues related to the problem that prompted […]