Supporting Customer Service Through the Coronavirus Crisis | AI Insights from Tethr

The Delivering Happiness Podcast

Continuing with our Customer Service theme, we will explore the future trends for Customer Service. Tethr, an AI-powered conversation Intelligence platform, did a research analyzing roughly 1 Million customer service calls with cross-section of industries with a proprietary 250-variable algorithm that measure customer experience. Matt Dixon, Tethr's Chief Product & Research Officer, also shared with us the new practices that help CS employees to improve customer's and their own call experience.

• Here is the link to download the Employee ToolKit that Paul mentioned on the call

As Chief Product & Research officer, Matt has responsibility for product strategy, product management, research and IP development at Tethr. Prior to joining Tethr, Matt was Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, was Group Leader of the sales, customer service and customer experience research and advisory practice at CEB, now Gartner. In addition to his responsibilities at Tethr, Matt is a noted business writer and speaker. His books include The Challenger Sale: Taking Control of the Customer Conversation, The Effortless Experience: Conquering the New Battleground for Customer Loyalty and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results. Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR’s print and online editions. Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.

About Tethr: Tethr’s vision is a world where every company listens, and every customer is heard. Tethr is an Austin Texas-based maker of cloud-based conversation intelligence software that combines powerful AI, machine learning and over a decade of customer experience and sales research to surface contextual insights from phone calls and other customer service interactions. Organizations are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises.