3 surprising ways AI is improving the customer experience landscape
As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge…
The best contact center reporting and analytics tools on the market [Guide]
Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. Depending on the report, data surfaced can be used…
5 ways conversational intelligence software can (and will!) save you money
When you get right down to it, we’re all here for the same reason. Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you…
Tethr product updates October 2021: Introducing heatmapping for CX, sales, and beyond!
Welcome to the Tethr updates for October 2021! You know that feeling when you’ve built the perfect report, with all the data in place, but it just doesn’t look quite…
Customer service vs customer experience: What’s the real difference?
We talk a lot about the customer experience. Make it easy, make it effortless, make it such a strong delivery on your brand promise that it circles all the way…
How to evaluate call center agent performance: A short call isn’t everything
Have you ever wondered what separates a great call center agent from a great one? Spoiler: It’s not what you might think. In our Harvard Business Review article Kick-Ass Customer…
3 voice of the customer best practices for better customer insights
There’s no doubt about it: The voice of the customer (VoC) is a powerful tool for building customer loyalty and increasing value. In fact, according to the Global Customer Experience…
Tethr product updates September 2021: Reporting enhancements, organization upgrades, and new tools
Welcome back to the product update blog! We’re excited to share what we’ve been working on this month—since even the smallest changes can sometimes make a big difference when it…
What is the difference between quality control and quality assurance?
Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere. It’s so important…
How to choose a conversation analytics tool: Watch out for these three pitfalls
Every day, we have conversations with companies who are serious about working to reduce customer effort—just like you. Those companies know they’re hard to do business with, and they’re ready…