At Tethr, we talk a lot about reducing customer effort and the research that went into The Effortless Experience. Our Chief Product & Research Officer, Matt Dixon, wrote the book on it (literally) and we invested in training the Tethr Platform to essentially listen to your customer calls like Matt’s researchers would at scale. We […] Read More
Large enterprises – defined as an organization employing more than 1,000 call center agents – are increasingly moving to cloud-based contact center platforms and away from complex on-premise hardware and software. Enterprises are making this move to take advantage of benefits like dynamic scalability during peak periods, instant access to the latest features, and seamless […]
Reducing customer effort has become a major focus for customer experience professionals in recent years after “The Effortless Experience” (co-authored by our own Chief Product & Research Officer, Matt Dixon) was published in 2013. The ideas and research…
Companies have historically recorded their customer conversations for quality assurance, training and compliance purposes but, until recently, have had no way of mining this data for insights…
A few weeks ago, my colleague Matt Dixon explained the difference between a “listening” and a “telling” organization. A “telling” organization is one that holds fast to long-held assumptions about what’s best for customers; whereas a “listening” organization is continually looking for insights, open to the idea that their assumptions—irrespective of size and no matter […]
Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording. Insurance companies, especially, have been […]
In the first post in this series, I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.” A “telling” organization is one that leads with its own assumptions about what’s […]
Artificial Intelligence (AI) has piqued the interest of business leaders across all industries in recent years. It is projected that by 2020, the overall AI spend will reach an all-time high of $47 billion. Although the insurance industry has been slower in adopting AI into its processes and operations, there is a definite appetite to […]
What company today doesn’t profess to be “customer-centric?” It’s become such a platitude in the modern business world that managers rarely stop to question what it really means. When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best […]
The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Many organizations have business goals centered around post-call outcomes […]