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

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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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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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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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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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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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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The anatomy of an effortless customer interaction – Tethr

Tethr

In a volatile market where one interaction can compromise an entire experience — what does an effortless customer interaction look like?

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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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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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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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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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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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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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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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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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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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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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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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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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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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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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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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Reduce disloyalty with TEI – Tethr

Tethr

Learn how to reduce disloyalty with TEI in this short video, as Tethr expert Matt Dixon explains what the Tethr Effort Index can do.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Aligning agent performance to business outcomes [Webinar] – Tethr

Tethr

Are your agents being evaluated by things that make a real difference to business outcomes? Or just meaningless QA scorecard criteria?

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Using the Agent Impact Score (AIS) for quality assurance – Tethr

Tethr

Are you ready to reimagine quality assurance using Tethr's Agent Impact Score (AIS)? Customers deserve a spot on your QA scorecard.

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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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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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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

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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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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 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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