Sun.May 28, 2023

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Top 5 Customer Service & CX Articles for the Week of May 29, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy.

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J.D. Power and Tethr collaborate to fuel customer experience insights – Tethr

Tethr

J.D. Power and Tethr are launching Conversation Analyzer–a new diagnostic that combines J.D. Power’s CX expertise with insights from Tethr.

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CALL DESIGN BECOMES ALVARIA’S DIAMOND PARTNER, EXPANDING GLOBAL REACH

Call Design

Sydney, Australia, 29 May 2023 – Call Design, a leading provider of workforce optimisation solutions, is thrilled to announce its new status as Alvaria’s first and currently only global Diamond Partner. This prestigious partnership signifies a significant milestone in Call Design’s ongoing commitment to delivering exceptional services and solutions to contact centres in Australia and the United States.

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Call center quality assurance best practices – Tethr

Tethr

Traditional QA processes can be too binary. Today, we discuss the call center quality assurance best practices that make a real difference.

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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CALL DESIGN BECOMES ALVARIA’S DIAMOND PARTNER, EXPANDING GLOBAL REACH

Call Design

FOR IMMEDIATE RELEASE SYDNEY, AUSTRALIA, 21 April 2023 – Call Design, a leading provider of workforce optimisation solutions, is pleased to announce its new status as Alvaria’s first and currently only GLOBAL Diamond Partner. This prestigious partnership signifies a significant milestone in Call Design’s ongoing commitment to delivering exceptional services and solutions to contact centres in Australia and the United States.

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Creating Exceptional Value Via Experience-led Growth

Anexa BPO

In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. The era of product-centric approaches has given way to a customer-centric mindset, where companies prioritize delivering exceptional experiences at every touchpoint.

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Improve your CX by liberating your voice data and more – Tethr

Tethr

Improve your CX, customer service, and the overall call center experience by liberating your voice data. and other tricks of the trade.

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EX and CX: How to combine them for business success – Tethr

Tethr

Are you combining the powers of EX and CX to maximize the potential of your business? Make sure employee & customer experience work together.

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When it comes to customer engagement, all touchpoints matter – Tethr

Tethr

If you're not regarding all touchpoints when measuring customer engagement, you're not getting the full picture of the customer experience.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Call center agent training: 9 strategies for success – Tethr

Tethr

Upgrade your call center agent training so they can upgrade the service they provide to your customers. Set them up for success.

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Implementing a VoC program? Watch out for these 4 pitfalls – Tethr

Tethr

If you're implementing a VoC program, make sure to take that multichannel feedback and transform it into improvements that enhance CX.

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2020 Customer Experience Summit: The Tethr recap – Tethr

Tethr

Enjoy our insight-packed recap of the delightful 2020 Customer Experience Summit, hosted by Tethr, Kustomer, & Challenger.

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AI and CX: It's the future – Tethr

Tethr

Harnessing AI and CX together is about knowing what works for your business to help you do more and become more for your customers.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Repeat contacts: Understand them once and for all – Tethr

Tethr

Is your organization keeping track of repeat call volume? Are you puzzled as to what is causing those repeat contacts? We can help!

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What's in your return-to-work plan? – Tethr

Tethr

It's important for places of business to be proactive with their return-to-work plan as we grow nearer to reopening most operations.

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Alerting Businesses to customer friction: The TEI ABCs – Tethr

Tethr

TEI alerts businesses to customer friction right away so agents can improve the handling of tough situations and enhance overall CX.

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Closed loop Customer experience: The TEI ABCs – Tethr

Tethr

Organizations can use TEI to automate follow-up actions with at-risk customers in order to achieve a closed loop customer experience.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Maximizing the value of your data science investments – Tethr

Tethr

Data scientists solve complex problems with machine learning algorithms, but you’re interrupting them with low-value work.

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Are your frontline employees empowered? – Tethr

Tethr

Your frontline employees set the stage for the customer experience. When you fail to engage and empower them, your CX takes a hit.

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AI in VoC programs: 4 reasons to make it work for you – Tethr

Tethr

The customer's unadulterated perspective is the value VoC programs deliver. AI in VoC programs gives them the edge they need.

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How to build good company culture – Tethr

Tethr

It's important to how to build good company culture to attract good employees. Let's take a look at three ways to do this.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Call center agent onboarding with the Agent Impact Score – Tethr

Tethr

Want better call center agent onboarding? Look no further. The Agent Impact Score (AIS) makes it easy to onboard new agents quickly.

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The call center’s role in customer experience – Tethr

Tethr

The call center’s role in customer experience is pivotal when it comes to closing the gap between expectations and reality.

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How to improve sales close rate with Tethr [Video] – Tethr

Tethr

Learn how to improve your sales close rate using Tethr to measure sales pitch effectiveness. Never wonder what pitch works best again.

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The limitations of using text analytics to analyze conversations – Tethr

Tethr

Analyzing conversations requires a new, more nuanced approach than that provided by traditional text analytics tools.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Upholding a culture of action in aftermath of George Floyd tragedy – Tethr

Tethr

Tethr employees support a culture of action as they strive to unlearn racism & make space for conversations on the George Floyd tragedy.

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Maintain contact center morale with these 7 tricks – Tethr

Tethr

Maintain contact center morale with these 7 tips and tricks! If you aren't proactive, your agents might already have one foot out the door.

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Managing remote call center agents – Tethr

Tethr

Wondering how to keep up with your new remote teams? Check out these tips for managing remote call center agents.