Customer loyalty. It’s the white whale of the service world, ever more elusive here in the digital age. Your customers now have a wealth of product and service options just a few clicks away, and as a result, it has become almost impossible to keep a customer loyal. Strategies for building customer loyalty can be […] Read More
Here at Tethr, we’re on a mission to peel back the layers of uncertainty that surround customer conversations and deliver real, actionable data instead. We’ve done it with customer experience (CX), customer care, and customer success, all with great success—delivering insights that have changed how many major companies do business from the ground up. This […]
Your contact center is the heart and soul of your business. While your product or service may be extraordinary, your marketing compelling, your storefront a lingering bastion of brand identity—your support team is where the rubber meets the road. That’s the basis of all quality assurance (QA) campaigns, right? Improve the customer experience (CX), make […]
It’s one of the great puzzles of the customer success world: How do I measure quality assurance (QA)? We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), and reviewing a small sample of calls each month—all with varied results. Unfortunately, […]
Nearly a year into a global pandemic, we’ve all endured a lot of change. Some changes are difficult, like compliance in the era of remote work. Others are challenging but not unwelcome, like an investment in better contact center tools. There’s one part of the world that COVID-19 hasn’t changed, however… and that’s the future […]
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. […]
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 […]