Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends, 65 percent of an organization’s business comes from existing customers. On top of that, the probability of selling to an existing customer is 60-70 percent, […] Read More
It’s no secret that when most customers dial call centers, it’s a last-ditch effort. Don’t take it personally, though. Just as phone calls have been rapidly declining when compared to communicating via texting, instant messaging and emails, the instinct to call for customer service has also been dwindling down. In the age of instant gratification, […]
The quality of service your organization delivers depends on the skills of your employees. But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. […]
Disruptive technologies have been fundamentally reshaping the way we work for decades. The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world. This is also true with the call center quality assurance function. But has the time come to reevaluate the usefulness […]
You settle down for the night, planning to finally watch that HBO film you recorded weeks ago. The kids are in bed, the popcorn is popped and you have arranged yourself on the couch in a way that says “no, I don’t plan on moving for the next two hours.” You hit the ‘recordings’ button […]
What if everything you thought you knew about measuring customer service and the customer experience was wrong? Customer Satisfaction (CSAT) Score and Net Promoter Score (NPS) are ubiquitous customer service metrics. CSAT asks customers to rate the quality of their experience with a business, assigning a score to an in-store visit, online shopping event or […]
You already know that voice is a goldmine of insights. But how can you extract these insights so you can enhance customer experience, identify customer churn risk, improve CSAT and optimize sales effectiveness? Combining insights from customer conversations out of Tethr with other customer experience insights from our partner Qualtrics presents a powerful solution for […]
What if we told you that you could gather all you need to know about your customers’ experiences without relying on any post-call surveys? No, really. What if you are already sitting on top of a treasure trove of insight that could reveal everything you need to know about the customer experience if you only […]
Those of us who are working in customer experience are on a journey to understand what’s creating the gap between our customers’ expectations of their experience with our brands and their actual experience. Working to close this gap is precisely why Tethr exists. Tethr is helping CX leaders improve their overall customer experience every day […]
Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward. Your customers have already provided all the insights you could possibly need during […]