We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides. The thinking goes: if audio recordings can be transcribed into text, can’t we just throw that text into the same tools we’ve successfully used in the past to analyze survey verbatims or customer reviews? Won’t […] Read More
Data scientists are tired of being bogged down by your organization’s lower-value tasks. They didn’t know they signed up to be your go-to reporting person, your call center database expert and at everyone’s beck and call for even the simplest of questions about data. They got into data science to solve complex problems with machine […]
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There is no such thing as placing too much emphasis on the customer experience. But are you committed to securing the resources to do so? As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world […]
Your frontline employees set the stage for the customer experience. After all, they’re the first impression of what your company is all about. Frontline employees are constantly observing how your customers interact with your offerings, so they are much better sources of information than conventional research. When you fail to engage and empower them, you […]
At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. With capabilities like the Tethr Effort Index and the Agent Impact Score, we’ve worked to enable AI and machine learning algorithms to […]
When a collection of data is accessible by one department but isolated from the rest of that organization…that information is siloed. When companies don’t allow all facets of the business the means to dive into that telling data, the result is a lack of transparency, trust and efficiency organization wide. The next item to bite […]
Customer experience (CX) is a core business driver. In order to radiate a positive experience across an entire business, work and resources must be put into the call center. Making true progress on closing the gap between customer experience expectations and the actual experience delivered starts with your call center agents. But it certainly doesn’t end […]
Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. But with COVID-19 taking over every asset of the business world, companies have […]
Call centers are notorious for being one of the most demanding and stressful jobs out there. Agents deal with high call volumes, infrequent breaks, angry customers and a lack of resources. When the stress of the job starts to take a toll, the position lives up to its reputation as one of the highest turnover […]