Some companies get it right: When their customers call them, questions get answered, and problems get solved. It’s fast, simple, and builds customer loyalty. Other businesses fail to make their customer experience seamless. Their teams struggle to manage call loads, can’t access the right information, or don’t have the authority to solve problems when they see them. Businesses trust Tethr to measure their total customer experience. We use AI to analyze businesses’ conversations with customers, so they can see how to improve customer service or optimize their sales process.
For this report, we focused on customer care. We evaluated more than 4.1 million calls to contact centers in the last six months. We looked across a myriad of industries, at both companies that delight customers and those that disappoint them. Here, we examine what the average company’s calls look like, what creates poor customer experiences, and how industry leaders achieve success.
Included in this Contents
- Technology heightens customer expectations
- Agent behaviors
- Journey friction
- Customer emotions
This article is posted at tethr.com
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