ARLINGTON, Va., Sept. 15, 2016 /PRNewswire/ -- CEB (NYSE: CEB), a best practice insight and technology company, announced today it is embedding Tethr, a cloud-based communications intelligence platform that surfaces actionable insights within phone conversations, into its Effortless Experience™ Dashboard to improve companies' ability to reduce customer effort using artificial intelligence. Dashboard users can now analyze a sampling of their phone calls and flag trouble spots that—applying CEB insights—can be converted into opportunities to reduce customer effort. This allows users to dramatically improve agent performance and minimize customer disloyalty.
CEB research shows that the average customer service interaction is four times more likely to lead to customer disloyalty than to make them more loyal. However, most organizations have very little understanding of the content or context of their customer calls, and even less ability to improve operations based on the feedback customers share directly.
CEB group leader and best-selling author of The Effortless Experience, Matt Dixon said, "Together, CEB Effortless Experience insights and Tethr's AI platform provides real-time insight into customer effort, enabling companies to make immediate changes to the agent behaviors and processes that affect loyalty. With constant access to the unfiltered voice of their customers, CEB customers can capitalize on new opportunities to reduce effort and more deeply embed the low-effort philosophy into the cultural fabric of their organizations."
Tethr technology transcribes customer service phone conversations in real-time and applies AI and machine learning to provide context to those interactions. The platform is trained to think like CEB, making it easy to uncover drivers of effort for all Tethr users. This means CEB effectively tunes Tethr's AI engine with Effortless Experience insights to recognize the level of customer effort in interactions. This combination provides the best in human and artificial intelligence for customer service, delivering sustainable operational excellence, enhanced compliance and improved agent effectiveness.
"Customer phone conversations is by far the largest data set on the planet, but unfortunately the least understood because of a lack of technology maturity," said Mike Mings, CEO of Tethr. "Using Tethr, we provide businesses with a means of understanding which insights lead to sales conversion and effort, improving lifetime value of the customer and operating margins through reductions in call volumes. Using our AI platform empowers CEB customers to listen to and surface actionable insights from every call."
For more information, or to begin a no-cost, low-effort pilot, visit www.effortless-experience.com.
CEB is a best practice insight and technology company. In partnership with leading organizations around the globe, we develop innovative solutions to drive corporate performance. CEB equips leaders at more than 10,000 companies with the intelligence to effectively manage talent, customers, and operations. CEB is a trusted partner to nearly 90% of the Fortune 500 and FTSE 100, and more than 70% of the Dow Jones Asian Titans. More at cebglobal.com.
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