Tethr, a Creovai company

We've got some big news: Tethr and Awaken Intelligence are merging to become Creovai! We couldn't be more excited to come together with the Awaken team. By joining forces as Creovai, we’re equipping our customers with the data and insights they need to improve the agent and customer experience and maximize their business outcomes. You can learn more about our merger here: https://bit.ly/3yEybHt Follow us to keep up with the latest updates!

Who’d like a $1 guest pass for Customer Contact Week Orlando at the end of January?? That’s right, as part of our sponsorship package we get to take our guests along for next to nothing--A fantastic saving and opportunity to hear all the latest thinking in the world of #customercontact. If you were thinking of attending, or would like to discuss the offer, then drop us a message or please contact one of the team. More info about the event can be found here: https://hubs.la/Q02_S8b10 #cx #ai #customerexperience #contactcenter

Imagine you’re a contact center leader going up to another department head and saying, “My agents have been hearing about this one issue a lot--can you address it?” Chances are, the first thing that department head is going to say is, “How much is ‘a lot?'” If you’re relying on anecdotal evidence and limited information from disposition codes, you’re going to have trouble convincing department leaders to prioritize your requests. But if you have access to conversation data, you can point to the exact volume of calls and associated costs for specific issues--giving other department leaders a much greater incentive to work with you to resolve those issues. In a recent Customer Story Hour, Alison Miles, VP of Members at Connexus® Energy, talked about how her contact center is using Creovai to analyze call transcripts and pinpoint trending issues--which helps drive member experience improvements across the company. #ContactCenters #CX #Technology

Do you wish your coaching sessions could be more productive? Or would you just like a little more time? Our latest feature release unlocks time for busy managers by increasing coaching productivity. We know that coaching sessions can often feel rushed and unstructured, interrupted by daily firefighting. Well, that can all change with The Agent Coaching Hub. The Agent Coaching Hub gives team leaders and managers one place to bring together post-conversation insights, goals tracking, agent evaluations, and coaching session notes. Rather than navigating between multiple systems, managers can keep everything they need for coaching sessions in Creovai. This makes coaching prep and sessions more efficient--and gives agents the data-backed guidance they need to improve. Speak to the team today to find out more. #coaching #contactcenter #cx

We’re introducing a new feature to help contact center leaders drive ongoing customer service improvement with Creovai. Meet our Agent Coaching Hub. The Agent Coaching Hub gives team leaders and managers one place to bring together post-conversation insights, goals tracking, agent evaluations, and coaching session notes. Rather than navigating between multiple systems, managers can keep everything they need for coaching sessions in Creovai. This makes coaching prep and sessions more efficient--and gives agents the data-backed guidance they need to improve. You can learn more about the Agent Coaching Hub in this blog post: https://hubs.la/Q02-c4fc0

💡 Listen. Understand. Act. At Creovai, we know that great agent experiences lead to great customer experiences. Our latest eBook highlights a simple truth: when we listen to agents and customers at scale, we uncover insights that drive meaningful contact center improvements. Here’s how conversation intelligence and real-time agent guidance lead to transformation: 🔍 Listen: By using tools like Creovai, leaders can analyze 100% of customer interactions, uncovering patterns and pain points that traditional methods might miss. 🤝 Understand: With informative insights, organizations can decode the challenges both customers and agents frequently face. 🚀 Act: Armed with this understanding, leaders can simplify contact center processes, tailor agent training, and introduce real-time guidance tools that empower agents to approach customer interactions confidently. The result? Happier agents, lower turnover, and improved customer satisfaction. Ready to transform your contact center? Download our latest eBook for actionable strategies and insights—link in the comments! #AgentExperience #CustomerService #Creovai

Too often, contact centers overlook their most valuable asset: the frontline agent. Our new eBook, “Simplify Your Agent Experience to Deliver for Your Customers,” provides leaders with strategies that turn their agents into their greatest CX advantage. One of the biggest reasons you should be focusing on your agent experience? Your customers' perceptions of their service interactions have a big impact on their decision to stay loyal or abandon your brand. Research from •Shep Hyken and RingCentral (featured in their 2024 Achieving Customer Amazement study) found the top 3 reasons customers say they continue buying from a business after a service interaction all have to do with how the agent treated them. Their research reveals a powerful connection: a better agent experience (AX) leads directly to improved customer satisfaction and loyalty. Think about it—when your agents are supported, engaged, and empowered, your customers feel that positive impact in every interaction. With the right insights, coaching, and real-time guidance, you can simplify agent workflows and help your agents deliver great customer experiences. 🎯 Are you ready to learn about what’s possible in your contact center? Download our eBook at the link below in the comments to explore actionable insights that will simplify your agent experience and elevate CX. #CustomerExperience #AgentExperience #ContactCenter #CXInnovation

There's been a lot of speculation about how AI will transform the role of the contact center agent in the next few years. But let's set the record straight: AI isn't going to replace human agents anytime soon. In fact, most customers still prefer speaking to a real person, especially when tackling complex issues. Did you know that live phone calls account for roughly 65% of all inbound interactions? Also, a recent study found that 70% of US consumers still choose live phone calls as their preferred customer service channel. Why? Because humans provide qualities that AI cannot—context, empathy, and problem-solving skills. But here's where AI's purpose comes in: Imagine the weight of repetitive tasks lifted from agents' shoulders, leveraging AI-generated call summaries, and making data-driven decisions faster. AI augments (not replaces) the human touch. In fact, according to a ContactBabel survey, while 100% of businesses see AI as a way to support their agents, only 26% believe AI could fully replace them. The future of customer service isn’t about choosing between agents and AI—it’s about combining their strengths to deliver exceptional experiences. Want to learn more? 📘 Download our latest eBook, Simplify Your Agent Experience to Deliver for Your Customers, and discover how AI can improve your contact center without sacrificing the human touch. Link in comments below! #CustomerExperience #AI #ContactCenter

Contact center leaders: you can’t afford to neglect your agent experience. Customers still want to speak to human agents when they have complex issues to solve, and the average length of contact center calls is increasing. At the same time, agent turnover rates are high, and agents are getting burnt out thanks to high call volumes, stressful customer interactions, and a lack of training opportunities. If you’re not giving your agents the tools and training they need to succeed, there’s a high likelihood they’ll leave—negatively impacting the customer experience in the process. We’ve created a new agent experience handbook with strategies to reduce agent stress, lower turnover rates, and increase customer satisfaction. Get it now at the link in the comments. #EmployeeExperience #CustomerExperience #CallCenters

Contact center leaders: you can’t afford to neglect your agent experience. Customers still want to speak to human agents when they have complex issues to solve, and the average length of contact center calls is increasing. At the same time, agent turnover rates are high, and agents are getting burnt out thanks to high call volumes, stressful customer interactions, and a lack of training opportunities. If you’re not giving your agents the tools and training they need to succeed, there’s a high likelihood they’ll leave—negatively impacting the customer experience in the process. We’ve created a new agent experience handbook with strategies to reduce agent stress, lower turnover rates, and increase customer satisfaction. Get it now at the link in the comments. #EmployeeExperience #CustomerExperience #CallCenters