New Qualtrics Frontline Care Solutions Empower Customer Service Agents and Managers with Qualtrics AI and Real-Time Data
08 März 2023 - 3:00PM
Business Wire
New Qualtrics Frontline Agent Coaching helps
managers build stronger teams with automated coaching, so they can
deliver better service experiences and drive down operational
costs
Qualtrics Frontline Team Assist captures and
analyzes all of an agent's calls, providing managers and agents a
complete picture of their performance and more impactful feedback
and training
Bad customer experiences put 8% of revenue at
risk every year
QUALTRICS X4 -- Qualtrics (Nasdaq: XM), the leader and
creator of the experience management category, today announced new
purpose-built solutions that leverage the power of Qualtrics AI and
real-time analytics to boost agent effectiveness, deliver better
customer support across the frontline and drive down operational
costs. These solutions are powered by Qualtrics’ unique ability to
collect data from every human and digital touchpoint on the
frontline and apply Qualtrics AI to surface points of friction, and
trigger real-time action and coaching based on this unique
combination of sentiment, behavioral and operational feedback.
Frontline employees are often the first and only human point of
contact between a company and their customers. The agents can make
or break the customer experience, and a single bad experience can
have a major impact on the bottom line. According to the XM
Institute, these bad experiences cost companies an average of 8% of
their annual revenue, so it’s critical that they get their
frontline experiences right.
At the same time, new research from Qualtrics shows that
frontline care employees are struggling under increased workloads,
while agents say customers have become more rude over the past
year. Forty-one percent feel emotionally drained from their work
and about one-third (34%) of frontline employees say they aren’t
even asked to provide input on improving business processes.
“Frontline agents need every possible advantage to resolve
customer issues the first time and do so in a way that builds
loyalty,” said Qualtrics President of Product and Engineering Brad
Anderson. “Qualtrics is giving agents AI-powered insights and
real-time coaching to resolve issues faster and with more empathy.
Additionally, we’re empowering contact center managers with a
personalized coaching portal so they can provide the most impactful
feedback and training opportunities to get the best out of each
individual.”
Qualtrics AI-Powered Coaching Helps Agents Resolve Issues
Faster, With More Empathy
New Qualtrics Frontline Agent Coaching extends the power of
Qualtrics Real-Time Agent Assist and gives agents post-call
coaching and performance insights. Real-Time Agent Assist is
powering every contact center interaction with Qualtrics AI and
machine learning, analyzing every call to uncover the intent,
emotion and intensity behind people’s words, so agents have the
right resources at their fingertips and can quickly resolve
customer issues without putting them on hold.
Now, with Frontline Agent Coaching, agents automatically receive
insights on their performance once the call is over and coaching on
how to improve their performance. Agents can track their
performance across several key metrics, access coaching plans,
connect to their learning management system of choice and review
their On-the-Spot Rewards earned through excellent service.
Empowering Managers to Deliver More Effective Feedback to
Increase Agent Performance and Build Trust
The care experience isn’t limited to agents on the frontline.
Managing agents and helping them be productive is an increasingly
important business priority, but frontline managers often lack the
resources they need to keep agents engaged and effective. New
Qualtrics Frontline Team Assist captures and analyzes all of an
agent's calls, rather than just a sample of two or three per week,
and uses Qualtrics AI and Natural Language Processing (NLP) to
surface key insights on their performance. By putting it all into a
single 360-degree view for managers, Qualtrics’ new solution makes
it easy for managers to coach and support agents.
Frontline Team Assist helps improve agent performance at scale.
Managers can take snippets of calls in which an agent excelled and
automatically share them with the larger team as an example of
success. This allows managers to give accurate feedback
representative of an agent’s actual work instead of a small sample,
leading to better performance and more trust between agents and
managers.
Availability
Frontline Team Assist and Frontline Agent Coaching are available
today in private beta and will be generally available in the first
half of 2023.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230308005106/en/
Tyler Petersen, Qualtrics press@qualtrics.com
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