Are you ready to connect agent quality to effort reduction? Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them […] Read More
Not long ago, thriving organizations had a winning customer experience (CX) approach in place. Actionable insights and customer sentiments allowed these companies to make tweaks here and there, but the overall techniques and methods had a framework that was reliable, even predictable. Customer journeys were carefully mapped and studied and teams were able to use […]
Call centers should activate leadership activities that can become valuable strategies in the workplace. When done correctly, these activities can impact the attitudes of call center agents by making them feel supported and appreciated in the workplace. The responsibilities of a call center manager are complex and always evolving. When it comes to hiring, training […]
It’s one thing to have powerful data at your fingertips, it’s another to know what to do with it. The Tethr Effort Index (TEI), the market’s first machine learning-based, predictive customer effort score, not only scores effort, it shows you how to take action on what you discover. Using TEI, you can weed out difficult, […]
As stay-at-home and social distancing efforts continue to help flatten the curve, government officials across the U.S. have started loosening restrictions. Some employers are already drafting up plans to ensure that the transition back to the office runs smoothly. While we don’t know what our new normal will look like, it is important for places […]
Since March 11, Tethr has analyzed more than one million calls across 20 companies to see how the COVID-19 pandemic is affecting different areas of the enterprise. Not surprisingly, our findings were less than stellar news for both CX and customer service teams. Customers are dealing with extreme anxiety due to sudden unemployment, hour reduction, […]
Delivering a low-effort experience isn’t just important for customer service or customer experience departments, but for sales teams. Effort reduction and the ability to measure effort of sales calls is something sales leaders should concentrate on in order to boost sales conversion. Using the Tethr Effort Index (TEI), effort scores are assigned for every customer […]
Most of us have a favorite mom-and-pop shop or family restaurant that we refer people to, support over large chains and frequent on a regular basis. These places tend to tug on the heartstrings to the point where they attract loyal customers for life. So why are we more likely to feel a stronger connection […]
While everyone wonders when this crisis will end, we also wonder what the aftermath will be like for the business world. Which industries will have the toughest time recuperating? Which companies will discover new strategies that will actually benefit them in the long run? Will organizations who were quick to adapt continue on with their […]
Is your organization keeping track of repeat call volume? Are you puzzled as to what is causing those repeat contacts? Are certain agents or agent behaviors responsible for the subsequent phone calls? Tethr Customer Success Manager Amanda Lucio demos how Tethr can help you get to the bottom of repeat calls in our brief video. […]