Quality assurance for the digital age.

Tethr is an advanced platform that uses machine learning and predictive analytics to help businesses improve customer experience and conversions. The platform ingests data from multiple sources, including chat logs, call center records, and case data. It then uses this raw, unstructured data to build models of customer behavior, eliminating the manual work on listening to a sample of calls or collecting surveys to ensure agents met standards. The platform also provides insight into which factors drive customer frustration, how successful agents resolve issues quickly, and where additional coaching is needed, Tethr is constantly learning and evolving, making it an invaluable tool for any business that wants to improve its customer experience.

Any business that wants to succeed must constantly strive to increase sales. There are many ways to achieve this goal, but one of the most effective is to use a conversion intelligence and analytics platform. These platforms provide valuable insights from your customer conversations, allowing businesses to identify areas where they can improve the customer experience and increase conversion rates. Discover which sales objections are hardest for reps to overcome, the most effective rebuttals, and which sales pitches have the highest conversion rates. Using these insights, you can coach your sales team to close deals faster and more effectively than ever before. By using a conversion intelligence and analytics platform, businesses can gain a significant advantage in the highly competitive world of sales.

Acquiring a new customer costs five times more than retaining an existing customer. In order to keep customers coming back, businesses need to constantly monitor and analyze customer behavior to anticipate and solve issues. However, it takes a lot of manual work to gather and analyze customer interactions, which is where an analytics platform comes in. By automatically ingesting data and providing insights into customer trends, platforms like Tethr help businesses adjust their strategies to better suit their customers' needs. In addition, an analytics platform can help businesses identify which customers are at risk of churning. By understanding why these customers are dissatisfied, businesses can take steps to address the issues and improve customer satisfaction. Ultimately, using a conversational analytics platform is an effective way to increase customer loyalty and reduce costs.

Disjointed customer feedback makes it difficult to know what action to take and what projects to prioritize. Implementing a conversation intelligence platform allows you to track every piece of customer feedback, so you can monitor trends and tap into the voice of the customer. s. There are a number of analytics platforms that can help you do this. These platforms allow you to see how customers interact with your contact center agents and provide valuable insights into what people are saying about your brand. Instead of relying on surveys that have low completion rates or manually sampling conversations, conversational analytics platforms allow you to analyze 100% of your customer interactions- automatically. Get detailed dashboards on customer sentiment, agent scorecards, and QA reports, and use these to improve your contact center performance.

Call center or customer support quality assurance refers to a process that businesses use to ensure that their customer service agents are providing a high quality of service. This can include monitoring calls, providing feedback and coaching, and analyzing performance metrics. Quality assessments can determine if customer service agents are meeting customer expectations, following call scripts, and adhering to compliance regulations. It’s crucial to conduct QA to improve customer satisfaction and retention rates, and to ultimately increase revenue.

A quality assurance platform is a software that is designed to help businesses manage their quality assurance plans and processes. It can help remove manual testing and automate many aspects of quality assurance, such as monitoring customer interactions, agent performance, and providing performance analytics.

Some quality assurance platforms deploy artificial intelligence, which enables them to analyze large amounts of data at scale and learn from the information inside the conversational data. Advanced platforms use machine learning and predictive analytics to help businesses improve customer experience and conversions. The platform ingests data from multiple sources, including chat logs, call center records, and case data. It then uses this raw, unstructured data to build models of customer behavior, eliminating the manual work on listening to a sample of calls or collecting surveys to ensure agents met standards. The platform also provides insight into which factors drive customer frustration, how successful agents resolve issues quickly, and where additional coaching is needed, Tethr is constantly learning and evolving, making it an invaluable tool for any business that wants to improve its customer experience.

A quality assurance plan is a set of procedures and guidelines that ensure customer interactions meet specific standards for quality of care. In a call center or customer service context, a quality assurance plan would typically include specific metrics for measuring the quality of customer interactions, such as call volume, response time, and customer satisfaction.

Many companies use a conversation intelligence platform like Tethr to automatically conduct quality assurance and identify areas for improvement. This saves time and cuts down the manual work of creating a quality assurance plan.

QA automation refers to the use of software tools and technologies to conduct quality assurance processes without manual oversight. Instead of one individual listening to a sampling of customer interactions to determine if they met QA standards, automation allows managers and supervisors to get insights on 100% of conversations. Examples of QA metrics that can be measured with automation include how often an agent uses a proper greeting, average handle time, and overall customer effort.

Automating contact center performance allows businesses to focus on continuous improvement and customer loyalty, instead of spending time on quality management.

A quality assurance scorecard is used to track and measure the performance of individual agents and customer service teams. It is part of a quality assurance program that typically measures key performance indicators (KPIs) such as customer satisfaction, call resolution times, and customer effort drivers. These scorecards can be created automatically using a QA automation platform like Tethr, saving both time and money, and giving you key areas to target when training agents.

Quality assurance strategies are the set of procedures and guidelines that a company follows to ensure that its products or services meet specific quality standards. These strategies typically include measures such as continuous monitoring, data analysis, and process improvements. While the best strategy may vary by company, using automation to analyze 100% of your customer conversations can provide you with a customized strategy for improving quality assurance at your company.

Some ways to improve quality assurance in a call center include implementing automated monitoring and reporting tools, providing regular feedback and coaching to agents, setting clear performance metrics and targets, and offering ongoing training and education.

A robust customer service QA program can take the disjointed customer feedback and helps steer leaders to know what action to take and what projects to prioritize. Implementing a conversation intelligence platform allows you to track every piece of customer feedback, so you can monitor trends and tap into the voice of the customer.

With modern technology, you don't need a manual quality assurance process. Instead of auditing only a select group of conversations with your customers, conversation intelligence platforms can analyze 100% of those conversations, automatically. This gives you a deeper understanding of how customers interact with your call center agents and company and how your agents meet QA standards. A robust, comprehensive platform can track every customer conversation and provide detailed insights. By tracking customer conversations on every service channel, you can get never-before-available insight on how agents and teams handle customers issues and concerns, without the manual work., A good platform will identify trends and highlight the areas you should focus on to quickly improve the customer experience. In addition, the platform should be able to integrate with your existing quality assurance tools, giving you a complete picture of how your contact center performs. With the right platform in place, you can be confident that your quality assurance strategy is based on the most accurate and up-to-date data available.