How to use conversation analytics for better customer service | Intelligent actions with Tethr: Part 1

Ted McKenna

Here at Tethr, we’re pioneers in the intelligent actions space. We want to make it possible to connect leaders, managers, and agents with the tools they need to take the right actions at the right time, and get the right insights delivered where they need them. This kind of insight into the inner workings of your customer–better known as conversation analytics–is the answer to many of the problems of customer service in the digital age. 

Why is that?

As a customer service leader, you’re always looking for ways to improve agent performance and drive more self-service actions. You strive to connect customers with the resources they need and help your agents help your customers better. And a good conversation analytics tool does all of that and more. 

Today, in part one of our series on intelligent actions, we’ll discuss how to successfully leverage conversation analytics for better customer service.

Leverage your most successful agents

A substantial conversation analytics tool will help you uncover the top performers among your agents and leverage their tactics across your organization. First, find out which agents are best at handling specific issues (from the customer’s point of view). Then, train other agents to handle those issues the same way, thereby improving your overall customer service experience based on tried and true data. 

Identify bad word-of-mouth risks

Ever wished you knew what problems are more likely to cause your customers to spread bad word of mouth? Or what was the most direct cause of customer loyalty? If it feels like you only ever find out after the fact when something’s gone wrong—you can change that. Conversation analytics can enable better customer service by allowing you to eliminate service needs (and the ensuing bad word-of-mouth risk) by solving problems and addressing issues before they start. 

Manage costs effectively and spend wisely

All service leaders know that reducing costs in the contact center is a big priority. Conversation analytics can help you reduce cost and improve service at the same time, by illuminating which customer issues can be better addressed with less expensive asynchronous channels like knowledge bases. This cuts down on the load on your service center, enabling your agents to better serve your customers—while costing the business less money overall. 

These are just a few of the ways you can effectively utilize a powerful conversation analysis platform like Tethr to take direct action to improve customer service (and reduce the cost of that customer service) at your company. Them’s just the facts: Intelligent actions are the future of service, sales, CX, and so much more. 

If you enjoyed this, stay tuned for the next installment in this series on intelligent actions made possible by Tethr!

Also, a serious shout-out to our partners over at DCM Insights for their contributions to this blog. DCM Insights is helping organizations better understand the changing landscape of customer behavior through research and data science expertise—visit dcminsights.com to learn more.

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