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 listen to every customer conversation at scale and identify the drivers of both poor and exceptional experiences and how agents are helping or hurting the experience.
Through the Tethr platform and its hundreds of out-of-box packaged insight categories, we’ve eliminated much of the work needed to make listening to the voice of the customer across the enterprise successful and deliver meaningful, positive business outcomes in a fraction of the time it takes with other products.
Today, we’re excited to announce a collaboration that will enable organizations to utilize the insights delivered through Tethr with best practices from a name you know and trust. J.D. Power and Tethr are launching Conversation Analyzer–a new diagnostic that combines J.D. Power’s leading industry intelligence, data, and benchmarks with the voice of customer insights delivered from Tethr to help organizations explore and pinpoint the specific areas needing attention to improve customer experience.
How does Conversation Analyzer work?
Conversation Analyzer is a one-time assessment of up to 50,000 customer interactions that helps companies hone in on the specific areas that are driving negative customer experiences. With the diagnostic:
- An automated score is calculated for every interaction using the Tethr Effort Index (TEI), and Tethr surfaces the top drivers of poor customer service experiences and the effect of customer effort on loyalty.
- A J.D. Power consultant provides a review and readout of the results to help further isolate macro issues and prescribe best practices. Leaders can quickly find specific sub-optimal agent behaviors, saving QA and coaching time and allowing for effective behavior change.
The combination of J.D. Power research, insights, and deep understanding of what makes customer interactions great with the Tethr platform’s ability to organize unstructured conversation data and interface with our benchmarks creates something unique and powerful for the market. It’s our responsibility to deliver effective ways to improve customer experience and this collaboration with Tethr enables us to do that quickly by delivering transformative insights to our clients.Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
We’re proud to work with them to deliver a new level of conversational insights to the enterprise.