Customer Experience with Tethr

If you call RLI, a speciality insurance provider, you're not likely to hear "Sorry, I can't help fix that." The company's agents helps both its insurance providers and customers resolve problems and get answers quickly. RLI received Tethr's CXellence Award for Agent Empowerment for having the fewest incidences of agents who said they couldn't help. Learn about how they created a culture of helpful agents, what other customer experience metrics they focus on, and how they create a culture focused on customers. 

Medical Service Company starts serving its customers by serving another group first: its employees. They know their customers benefit when they arm their team of contact center agents with the right tools and training to help serve customers. In this podcast episode, learn what metrics  Medical Service Company focuses on when it measures its customer experience and how they achieved excellence in its contact center. Medical Service Company received the CXellence Award for Effortless Experiences, based on benchmarking metrics measured through Tethr that showed it had the lowest chronic effort of all Tethr users. 

BCU is one of the fastest-growing credit unions in the country - but has maintained a focus on keeping its members at the center of all they do. In this customer spotlight interview, we talk with BCU about the 5 behaviors they have their customer service agents focus on to create great member experiences and how they meet changing expectations in the digital age. 

Twinstar Credit Union focuses on creating a member experience that will keep its customers loyal. In this episode, we talk about which agent behaviors they analyze to make sure that their members receive the best possible service. Twinstar Credit Union received the Tethr CXcellence Award for Agent Relationships, in part because their agents outperformed their peers in offering proactive guidance. That's not the only metric they look at, though. Hear from Director of Digital Experience Aaron Mickelson on what they focus on to coach agents to excellence. 

In this new series spotlighting winners of CXcellence Awards, we talk with First Bank and Trust about how they nurture lifelong customers in their customer contact center. In a world you can work anywhere, you can also bank anywhere - which is the mindset their team has when they work to resolve any issue a customer calls them with. 

In our final part of our interview with Matt Dixon and Ted McKenna, we talk about how high performing sales leaders overcome customer indecision - and how to use that same process in your own sales strategy. We look at what they found in conversations that indicated customers had "Fear of Messing Up" more than "Fear of Missing Out" and how the sales process needs to be adjusted to account for that once a salesperson identifies indecision. 

Are you losing sales to customer indecision? In Part 2 of our interview with Matt Dixon and Ted McKenna, we talk about how they used conversation intelligence to identify and measure the level of customer indecision in sales. Here, they talk about what they learned about the customers’ thought process when we listened to  2 million sales calls and how to adjust your approach based on that. In this interview, we talk with them about how their research became the basis for their new book, The JOLT Effect. 

In our Season 2 premiere, Tethr CEO Robert Beasley sits down with Co-authors Matt Dixon and Ted McKenna to discuss their research that became The JOLT Effect. Learn how they leveraged the unprecedented 2020 lockdown to research sales in a way that was only made possible when the world went virtual. What questions did they want to answer, how did they use conversation analytics to find them? In the first of a 3-part series, we'll learn how they took learnings from their previous research into sales and customer experience and zeroed in on customer indecision. For more information about Tethr and the JOLT Effect, go to www.tethr.com/jolt. 

Here in the final episode of this season, Matt and Ted share the most common landmines people fall prey to when looking for a technology platform to help them reduce effort. If you want to be an informed buyer, tune in to learn what to look out for before making a purchase.

It turns out the story around customer effort goes way beyond the service or customer care function. Listen in as Matt and Ted discuss how customer effort manifests and why being easy to do business with as a company impacts leaders from sales, marketing, product, operations, and more.