Tethr, a Creovai company

We've got some big news: Tethr and Awaken Intelligence are merging to become Creovai! We couldn't be more excited to come together with the Awaken team. By joining forces as Creovai, we’re equipping our customers with the data and insights they need to improve the agent and customer experience and maximize their business outcomes. You can learn more about our merger here: https://bit.ly/3yEybHt Follow us to keep up with the latest updates!

Your contact center probably tracks first-call resolution rate, but do you know what factors are driving that number up or down? Do you know which customer issues are leading to the most repeat contacts, or what your most successful agents are doing to reduce the chances of a customer calling back? These questions are prime candidates for answering with conversation intelligence technology. And once you start uncovering those answers, you can make improvements to your real-time agent guidance and next-issue avoidance. Creovai's Steve Trier talks about some of the specific ways conversation intelligence and real-time agent guidance work together to reduce repeat contacts in his newest video--check it out below. 👇 #CustomerExperience #ContactCenters #Technology

Real-time agent guidance and conversation intelligence are powerful on their own but even better together. 💪 Post-conversation intelligence surfaces insights about what’s happening in your contact center interactions--why customers are calling, where agents may be struggling, what causes customers to contact you multiple times. You can use those insights to improve your real-time agent workflows and prompts. This reduces stress for agents and helps them deliver great service based on what your contact center has learned from previous interactions. In our new blog post, we cover how you can use real-time guidance and conversation intelligence software together to: 1. Onboard new agents faster 2. Reduce agent knowledge gaps 3. Increase sales conversions 4. Reduce repeat contacts 5. Reduce customer churn Check out the full article now: https://hubs.la/Q02Ws2dS0 #ContactCenters #Technology #CustomerExperience

Our team had a great time at Glia Interact in San Antonio this week! It was a great chance to connect in person with contact center leaders and talk all things customer (or member) experience and interaction intelligence.

Wondering what's driving repeat calls to your contact center? It may come down to agent knowledge gaps. When agents don't have all the information customers need--or they fail to set proper expectations for next steps--your customers are more likely to call back, increasing your overall call volume and driving up operational costs. But by using post-call conversation intelligence, you can figure out where those knowledge gaps are and update your real-time agent guidance so your agents always have the information they need. In the video below, Creovai's Steve Trier breaks down a specific example of how conversation intelligence and real-time agent guidance can work together to overcome agent knowledge gaps. #CallCenters #Operations #CX

Will we see you at CCW this week? Customer Contact Week Nashville is right around the corner! Join us at the Omni Hotel in the heart of downtown Nashville for insightful sessions and networking opportunities. We'll be connecting and sharing ideas on elevating customer service experiences at booth 415. We can't wait to see you there! #CustomerExperience #CCWNashville #Networking #Events

We're thrilled to have sponsored the International Credit Union Contact Center Conference in Vegas this week! It was incredible to connect with so many innovative and enthusiastic industry leaders who are just as passionate about credit union member experience as we are. Thank you to all of those who stopped by our table and virtual booth! #ICUCCC2024 #Networking #Innovation #CreditUnions

When your customers call your business to cancel, there's a good chance emotions are already running high. How your agents respond can make or break the customer's decision to stay or go. In a new video, Creovai's Steve Trier shares how you can use conversation insights about agent behaviors to improve your real-time agent guidance and save more customers. Check it out below. #CallCenters #CustomerService #CustomerLoyalty

Ready for Vegas? 🎲 Join us at the International Credit Union Contact Center Conference on Tuesday, October 15th through 17th! Discover the latest trends in credit union contact centers, network with industry leaders, and explore innovations shaping the future of customer support. Will we see you there? Let us know in the comments! #CreditUnion #CustomerExperience #LasVegas #ContactCenter #NetworkingOpportunity

It’s time for another “CX Leaders Share Their Experiences as Customers” Q&A, this time with CX and voice-of-the-customer strategist Melanie Disse! Melanie is the Founder of Melanie Disse Consulting (which just celebrated its second birthday 🎂). She is also a Technology Advisor for Ecosystm, an advisory firm that brings together tech buyers, tech vendors, and analysts. While Melanie is an experienced CX leader, she is also a customer (like all of us), so we asked her about her experience sharing customer feedback with brands. Q: A study from Qualtrics found that only about one-third of customers provide direct feedback to a brand after a negative experience. What does it take for you to share feedback after a negative customer experience? MD: I provide feedback on negative experiences when I want the company to change something. Sometimes I know what went wrong, other times I just want them to become aware of the issue and improve the experience. Or I want them to contact me and help me with my issue. Q: Some brands send automated customer surveys (often via website pop-up, in-app notification, or email) after you complete a digital interaction. When are you willing to take this type of survey, and when do you click away from it as fast as you can? MD: For digital interactions, I want the feedback option to be relevant to what I’m doing. A generic tNPS question doesn’t work for me as it’s not relevant to my experience at that time. I also ignore it if it disrupts my workflow. Q: What was an instance when you wanted to share specific feedback with a brand but couldn’t? What would you recommend the brand do to improve their feedback collection? MD: I recall wanting to share feedback with a ride sharing service on the overall experience I had. But the only feedback I could provide was specific to the driver. I’d suggest they allow customers to tell their story, not just answer questions the company wants to hear about. Q: What's one experience you had when you felt like it was both easy to share your customer feedback and that feedback was acted on? What went well in that scenario? I used social media once to “complain” about an experience I had (mainly because I couldn’t find another way to share feedback). They were super quick and resolved my issue as the channel was monitored and the staff obviously were able to solve the issue for me. (Did they address the root cause issue of the problem to prevent it from happening again? That I don’t know!)