Tethr

AUGUST 27, 2020

The pandemic has altered the course of the buyer journey and nailing down best practices on new behaviors and habits takes time. AI gives you access to expand speech analytics’ range to include call center conversations, chats and operational data from every customer touchpoint. If not, you should be. Never miss a touchpoint.

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

Tethr

AUGUST 18, 2020

Searchable voice of the customer insights can be easily surfaced using conversation intelligence platforms like Tethr. Advanced analytics approaches bring accurate and actionable results to businesses hoping to reduce customer effort and enhance customer satisfaction. CX isn’t just surveys anymore. Ready to make some CX waves?

Customer Experience 109

Customer Experience Customer centricity Customer effort Enterprise 109

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 98

Analytics Technology Banking Engineering 98

Tethr

MARCH 25, 2020

When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. Real-time analytics don’t keep things real.

Analytics 75

Analytics Coaching Customer effort Sales 75

Tethr

FEBRUARY 26, 2020

By the time organizations could assess what things were going wrong in the customer journey, the customers had already churned. Without machine learning solutions like Tethr, businesses aren’t aware that a customer is a churn risk until it is too late. Real time effort tracking has arrived.

Customer effort 76

Customer effort Analytics Coaching Customer Experience 76

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

Tethr

AUGUST 9, 2021

There’s long been a disconnect between survey results that claim successful issue resolution—and customers who are still calling back two or three times. A strong conversation analytics tool makes your contact center an invaluable resource for discovering what’s not working in your company. How can you avoid these callbacks?

Customer effort 109

Customer effort First call resolution Engineering Contact Center 109

Tethr

JANUARY 30, 2020

But has the time come to reevaluate the usefulness of the call center QA function altogether? Today, most companies are using some sort of speech analytics technology to handle QA, but is it enough? As you can probably guess, the appeals process is yet another expensive and time-consuming activity for the QA function.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

Tethr

NOVEMBER 13, 2020

chief product and research officer, Tethr. and senior software engineer, machine learning and analytics at Tethr. and senior software engineer, machine learning and analytics at Tethr. At Tethr, we choose to be the best in the world at syntax-based customer understanding.” Matt Dixon, Ph.D.,

Analytics 63

Analytics Airlines Engineering Construction 63

Tethr

MAY 18, 2020

Earlier this month, Tethr , Kustomer and Challenger hosted the largest virtual customer experience summit of the year. How to manage customer experience in challenging times. Presented by Matt Dixon, Chief Product and Research Officer at Tethr. Take time to truly understand the real experiences of your customers.

Customer Experience 94

Customer Experience Coaching Surveys industry standards 94

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

Tethr

FEBRUARY 14, 2019

In my last post I wrote about some of the fascinating work going on at our company, Tethr, to define and expand on the concepts from our original research in The Effortless Experience. Companies like Tethr take in conversational data (e.g., Take experience engineering as an example. customer phone calls, chat interactions, etc.),

Customer Experience 85

Customer Experience Scripts Engineering Customer effort 85

Tethr

JULY 12, 2018

At the recent CUSTOMER CONTACT WEEK event in Las Vegas, nearly every potential customer we spoke to seemed to be very focused on a handful of speech analytics features—but, when pressed, often had a hard time explaining why those features were necessary to deliver business value. The clearest example of this is “real-time analytics.”

Analytics 48

Analytics Scripts Sales Marketing 48

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. This is on the smallish size for Cisco, but it was the timing of the deal that made it so interesting. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package.

Call Center 79

Call Center Analytics APIs SaaS 79

Tethr

JANUARY 7, 2019

They can send out surveys that ask customers to rate their level of effort and track that aggregate metric over time, but we would argue that this data is biased and incomplete. With Tethr’s Effort Library, this company was able to quickly and easily set up reports that tracked every time these agent behaviors occurred in customer calls.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

They can send out surveys that ask customers to rate their level of effort and track that aggregate metric over time, but we would argue that this data is biased and incomplete. With Tethr’s Effort Library, this company was able to quickly and easily set up reports that tracked every time these agent behaviors occurred in customer calls.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

OCTOBER 23, 2018

A great example of a company that gets empowerment right—and a perfect illustration of the difference between real empowerment and fake empowerment—is T-Mobile. At Tethr , we sell a product that, almost by definition, forces companies to tell us whether they’re more focused on telling or listening. appeared first on Tethr.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

Contact Center Geek

NOVEMBER 4, 2018

One more trend that also kept popping up was around knowledge, and how we as leaders need to get the right information in front of our team members in a way that is easy for them to retrieve and at the time when they need it. Tethr There are always a number of new technology solution providers at every event and this year was no exception.

Technology 48

Technology Enterprise Analytics Contact Center 48

Contact Center Geek

NOVEMBER 4, 2018

One more trend that also kept popping up was around knowledge, and how we as leaders need to get the right information in front of our team members in a way that is easy for them to retrieve and at the time when they need it. Tethr There are always a number of new technology solution providers at every event and this year was no exception.

Technology 48

Technology Enterprise Analytics Contact Center 48

Tethr

OCTOBER 10, 2018

Instead, they continue to pour time and resources into teaching their sellers to ask better questions so that they can diagnose customer needs… instead of investing in their ability to prescribe needs to customers. Today, I work at Tethr, an AI and machine learning venture in Austin that helps companies mine voice data for insights.

Customer centricity 48

Customer centricity Scripts Enterprise Sales 48

Tethr

DECEMBER 21, 2021

Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Tethr’s roots are certainly in bringing math to a highly qualitative data set: human speech. The problem: It’s hard to take action. But for a CX or sales leader?

Engineering 102

Engineering industry standards Analytics Contact Center 102

Tethr

MARCH 22, 2021

Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. At Tethr, as a conversation analytics platform, we’re good at helping companies surface insights from unstructured data. So real huge lift potential by doing all these things in conjunction with one another.

B2C 110

B2C Sales Inbound sales Upselling 110

Tethr

JUNE 15, 2021

Fortunately, the customer feedback survey has seen some significant improvements in recent years, thanks to innovations in Voice of the Customer (VoC) analytics. Access to call data makes it possible to create better customer experiences based on real insights from real customer calls. . Those days are over with VoC analytics.

Surveys 113

Surveys Feedback Analytics Customer Experience 113

Tethr

AUGUST 22, 2020

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To They include audio analytics, speech analytics and text analytics from customer calls, customer chatbot conversations and customer support case emails.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Tethr

JUNE 17, 2021

Fortunately, the customer feedback survey has seen some significant improvements in recent years, thanks to innovations in Voice of the Customer (VoC) analytics. Access to call data makes it possible to create better customer experiences based on real insights from real customer calls. . Those days are over with VoC analytics.

Surveys 78

Surveys Feedback Analytics Customer Experience 78

Tethr

FEBRUARY 27, 2020

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Customers are four times more likely to leave a service interaction disloyal than loyal. Two words: voice analytics.

Analytics 64

Analytics Coaching Contact Center Engineering 64

Tethr

FEBRUARY 27, 2020

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. Customers are four times more likely to leave a service interaction disloyal than loyal. Two words: voice analytics.

Analytics 62

Analytics Coaching Contact Center Engineering 62

Tethr

OCTOBER 2, 2020

A cheat-sheet on how to improve your customer effort score with Tethr. Matt Dixon, Tethr. Matt Dixon, Tethr. A few questions to reflect on for your business: Are you putting your customers in high-effort binds (like having to call you back multiple times)? Are you forcing them to switch channels to get their needs met ?

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

Tethr

MARCH 1, 2021

Here at Tethr, we’re on a mission to peel back the layers of uncertainty that surround customer conversations and deliver real, actionable data instead. In the age of technology, VoC analytics, and machine learning, our observations are no longer limited. We have the tools to analyze 100% of sales calls, 100% of the time.

B2C 69

B2C Sales Inbound sales Coaching 69

Netomi

JANUARY 5, 2022

In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

JUNE 22, 2021

For 86%, good customer service turns one-time clients into long-term brand champions. Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. 72% of companies believe they can use analytics reports to improve the customer experience. Bain & Company ). Salesforce Research ).

Customer Service 129

Customer Service Personalization Self service Marketing 129

Tethr

MARCH 15, 2020

Other times, manifesting the findings seems impossible. According to Forbes, these businesses are six times more likely to be profitable year-over-year. Taking the findings to guide future process changes is what makes a real difference. The post Letting AI and data guide your strategy appeared first on Tethr.

Customer centricity 65

Customer centricity Analytics Education Customer Experience 65