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!

The average contact center agent doesn’t WANT to do a bad job. (Shocking, right?) Agents want to solve problems for their customers (ideally without getting yelled at), but they often encounter: -Slowdowns because they have to navigate between 4-5 different applications -Difficulty finding the right knowledge base information -Pressure to meet AHT goals Real-time agent assistance technology can help by: -Listening to and analyzing live conversations -Pulling all the information agents need into a single interface -Guiding the agent step-by-step through workflows based on what’s happening in the conversation -Showing agents dynamic, context-based checklists to keep them on track When contact center leaders set their agents up for success with the right technology and information, it’s a better experience for the agent AND the customer. We're sharing more ideas about best practices about real-time technology and agent experience on the Creovai page--follow us if you haven't already! #EmployeeExperience #CustomerExperience #Technology

Contact centers love a good acronym, but AHT, FCR, and CSAT shouldn’t be the end-all be-all. Creovai’s Steve Trier and Don Davey recently spoke with Etech Global Services' Manu D. about how those contact center KPIs don’t mean much if you don’t know the “why” behind them. Check out the full podcast interview to learn more about how to get to the “why” and make tangible contact center improvements: https://hubs.la/Q02NrKSj0 #ContactCenters #CX #Technology

Delivering exceptional customer service is not just a goal—it's a necessity. We’re re-sharing our blog post that discusses the transformative power of agent analytics in improving customer service. Data-driven insights into agent performance can illuminate areas for improvement, boost operational efficiency, and ultimately lead to happier customers. By understanding how agents engage with customers, organizations can tailor training, refine processes, and make continuous improvements. Check out the full blog for actionable strategies and best practices that can help your organization. Full blog here: https://hubs.la/Q02N4_cn0 #CustomerService #AgentAnalytics #CustomerExperience

A high customer service agent turnover rate means: -More time (and money) spent hiring -Fewer experienced agents available to help customers -More time (and money) spent hiring new agents -Negatively impacted morale and productivity in the contact center -More disruptions to contact center operations -A worse experience for customers These are real problems for contact centers, with the industry’s average agent turnover rate hovering around 40%. Contact centers can’t afford a work environment that makes agents want to leave a few months after they started. It’s time to start investing in the training, tools, and advancement opportunities that will make your agents want to grow their skills and stay with your company. We’re sharing best practices and content about using real-time agent guidance over on the Creovai page—follow us if you haven’t already! #EmployeeExperience #ContactCenter #CustomerService

The future of the contact center isn't AI or humans--it's the two working together. There's a lot that AI can do to increase productivity, from automating QA to generating call summaries. But it can't replace a human customer service agent's ability to demonstrate empathy, use critical thinking to solve customers' problems, or use implicit knowledge based on experience. The most successful contact centers will be the ones that figure out how to use AI to augment human abilities (and give humans more time back to do what they're best at). We've got a recent blog post that takes a closer look at how AI is transforming the contact center, the human skills AI can't replicate, and examples of how humans and AI can work together to improve customer service. Check it out here: https://hubs.la/Q02MVchy0

Contact center agents:

Predictive analytics uses historical data and machine learning to predict future outcomes. This leads to faster resolution times and happier customers. Learn how this technology is improving customer service and operational efficiency in our blog! 📈📞🔍 Read it here: https://hubs.la/Q02LzMJ60 #PredictiveAnalytics #ContactCenter #CustomerService #Innovation

Your contact center’s AHT goals are stressing your agents out. According to research from ContactBabel and Awaken Intelligence, a Creovai company: 📈 Customer service interactions are getting more complex, with the average call duration steadily increasing from about 5:30 minutes in 2008 to almost 7:30 minutes in 2023. 💻 97% of contact centers require their agents to navigate multiple screens and applications during a call, with 40% needing their agents to handle 4 or more screens. 🤔 Meanwhile, only 4% of contact centers in the US and UK are using real-time technology that guides agents to the next best action. SO...agents are being asked to handle challenging interactions while navigating multiple screens without any real-time guidance. It’s a recipe for a stressful work environment, high agent turnover, and poor customer service. As complexity increases, contact centers can’t ignore the toll it’s taking on their agents and customers. Real-time agent guidance can reduce that complexity by providing agents with the information they need, the moment they need it, in a single interface. That means more efficient issue resolution, greater agent confidence, and greater customer satisfaction. #ContactCenter #EmployeeExperience #CustomerExperience

Imagine going into a coaching session with one of your contact center agents and saying, "You need to reduce your average handle time." And that's it. That's the coaching session. Your agent wouldn't have anything actionable they could go off of to improve their AHT. Agents need to know more than how they're performing on core metrics like AHT and first contact resolution. They need to know which of their actions or behaviors impact those metrics. That's why the agent analytics you get from conversation intelligence are so powerful. They let you track agent behaviors at scale so you can uncover best practices and areas for improvement. We discussed how to use agent analytics for data-driven coaching in a recent blog post--take a look: https://hubs.la/Q02M2cfV0 #CustomerService #ContactCenters #Management