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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AI Isnt the Future — Its the Fight Youre Already In: Are You Ready?

The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

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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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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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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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How to Coach Reps on Overcoming Sales Objections with Confidence

Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

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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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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.

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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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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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How AI Is Transforming IT in 2025: A Playbook for Smarter IT Ops

IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

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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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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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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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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

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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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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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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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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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Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

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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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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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Visual context for a better customer experience – Tethr

Tethr

Are you leveraging visual context and communications to empower your organization to deliver better customer interactions?

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Improve customer experience with Tethr's conversational AI – Tethr

Tethr

Learn five ways our customer success team uses the power of conversation intelligence to improve the customer experience.

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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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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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