Tethr

Users of this software have found it extremely helpful in a variety of use cases. It has proven to be instrumental in pinpointing reasons for customer confusion during quality and team lead coaching sessions, allowing for targeted improvement efforts. Reviewers have praised the software's ability to analyze call and chat volume data, providing valuable insights for informed business decisions. By identifying areas where agents can improve their soft skills, the software saves time compared to manual analysis. Additionally, customers have replaced their manual QA process with the tool, gaining unbiased insights into their operations and addressing various issues such as product safety, legal matters, and product-related problems.

The software's capabilities extend beyond performance analysis. Users utilize it to track trends in agents' language usage and average handle time, leading to improved call efficiency. The product provides comprehensive performance metrics for recorded calls, making training staff easier and more effective. Notably, it has significantly increased the audit rate of customer interactions from 3% to 100%, providing a thorough assessment of agent performance and customer experience. Users appreciate the seamless recording feature that captures interactions without interruptions and displays all necessary data for analysis.

Customers have leveraged the insights provided by the software to improve customer service and reach their goals. The software's data callouts and reporting analytics aid in decision-making by identifying reasons for customer calls and spotting trends that facilitate process improvements. Its user-friendly interface allows users to easily share information with colleagues, promoting collaboration within teams. Moreover, the software ensures consistent quality assurance, coaching, and training while effectively addressing caller sentiment. Customers value how it helps them provide an enhanced overall customer experience.

The powerful search capabilities of the software allow users to locate specific calls based on keywords and phrases used, enabling focused analysis and feedback. The color-coded flags provided by the tool highlight areas that require coaching and improvement, streamlining performance management efforts. By collecting qualified data from customer interactions, it helps organizations gather valuable feedback for training and performance improvement purposes. Users have found the software's categorization feature especially useful as it simplifies call search, making it faster and more efficient.

The software has garnered positive feedback for its non-biased view of issues and areas of opportunity for improvements. Users also appreciate how it helps ensure agents adhere to regulatory script requirements, providing an additional layer of compliance in customer interactions. The company behind the software actively listens to customer feedback, continuously improving the product and addressing concerns raised by its users. In contact center operations, the software streamlines processes, improving efficiency and ultimately enhancing the customer experience. Users of the software utilize its features to identify dead air and hold outliers, allowing for follow-up and resolution. By providing valuable insights into customer experiences, the software enables quick issue resolution and helps organizations deliver exceptional service.

The ability to track and analyze interactions across multiple channels, including recordings, chats, and emails, has proven invaluable for users. They have been able to increase sales and effectively track calls by leveraging the comprehensive data provided by the software. Furthermore, the software's monitoring capabilities allow for continuous improvement in agent performance. Through intelligent reports and metrics, users can identify areas where agents excel and failures that need to be addressed.

One of the key benefits of using this software is its ability to streamline quality assurance processes while enhancing training and coaching efforts. Users have found that it makes coaching more efficient by narrowing down pain points and providing concrete data on calls, eliminating the need for educated guesses or subjective assessments. The software has also been used to enhance the usage of free services by analyzing employee and member interactions, leading to improved customer satisfaction and engagement.

Customers appreciate that this software provides a non-biased view of issues and areas of opportunity for improvement. It aids in reporting and ensuring agents follow regulatory script requirements, ensuring compliance in customer interactions. The categorization feature is highly regarded by users as it simplifies call search and makes retrieving specific calls easier than ever before.

The company behind the software actively listens to customer feedback, making continuous updates and improvements based on user needs. This commitment to refinement has resulted in a product that streamlines contact center operations, improving efficiency both for agents and customers alike. With its valuable insights, quick issue resolution capabilities, and performance tracking features, the software proves itself to be an indispensable tool for those seeking to enhance their customer experience efforts.