New Qualtrics Quality Management Improves Contact Center Performance and Agent Retention
June 21 2022 - 8:30AM
Business Wire
Industry-leading text analytics uncover the
agent behaviors that most impact customer satisfaction and
loyalty
A majority of customer service agents aren’t
incentivized to offer personalized, empathetic service, according
to new Qualtrics research, and ⅓ say they don’t believe their
performance is fairly evaluated
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management (XM) category, today announced Qualtrics Quality
Management (Qualtrics QM), a new AI-powered and human-assisted
quality assurance solution that gives contact center leaders
critical AI-powered insights on customer needs, agent
effectiveness, and overall performance so they can act quickly to
improve the customer experience, reduce operational costs and
compliance risk and better evaluate their agents’ performance.
The quality of customer support delivered by contact center
agents has a direct impact on customer loyalty. 43% of consumers
say they would switch brands after a single negative customer
service interaction. Amid increased customer expectations and high
agent turnover, organizations are struggling to improve customer
service and deliver consistent quality across multiple service
channels.
Many contact center quality assurance (QA) practices today are
costly, manual, slow, and biased, typically relying on a QA manager
reviewing an average of only 3 to 5 calls per week, per agent. A
new Qualtrics study found that 33% of customer service agents felt
their performance was not fairly evaluated and only 41% said they
were incentivized to offer personalized, empathetic
experiences.
“Contact center teams must transform their quality assurance and
agent coaching programs in order to increase customer satisfaction
and agent effectiveness while reducing operational costs and
compliance risk,” said Fabrice Martin, Chief Product Officer for
Qualtrics Customer Care. “No other solution brings together every
customer interaction, whether it is handled by an agent or a bot,
on a single platform with automatic Intelligent Scoring, coaching
insight and integrated workflows needed to provide real-time
Quality Management at scale.”
Intelligent Scoring of every interaction, customized coaching
insights, and integrated workflows power innovative approach to
QM
Qualtrics QM is powered by Qualtrics’ patent-pending Intelligent
Scoring feature, which uses AI to identify key attributes for
measuring customer service success—such as problem resolution,
friendliness, or compliance—and scores interactions in real time.
Through an integration with Qualtrics XM Discover, contact center
teams can analyze every interaction, from unstructured feedback
like chat and calls to structured survey feedback.
As each interaction is scored, customer service teams can
connect workflows to automatically escalate, alert, and notify
relevant teams of violations or negative interactions while
capturing and reporting back on remediation efforts. In highly
regulated industries, quality management and service teams can
quickly access dashboards with the data they need to identify and
flag compliance risks to prevent expensive fines.
Qualtrics’ QM also automatically curates coaching
recommendations and exemplary calls for agents and managers to
review and gives them the opportunity to comment on score results.
Agents can filter and browse interactions that are scored against
key attributes for measuring customer service success, identify
self-coaching points, and flag evaluations they don’t think are
fair.
Leading organizations tap Qualtrics QM to reduce costs, save
time and improve agent attrition rates, saving millions
annually
Vera Bradley leverages Qualtrics QM to automatically monitor,
assess and score behaviors across 100% of their service
representatives' calls and chats. Qualtrics QM addresses previous
gaps in quality scoring and improves its quality assurance program
scalability, uncovers new training opportunities and boosts agent
engagement.
Availability
Qualtrics QM is generally available today and is already helping
multiple Fortune 100 companies, deliver better customer and service
agent experiences.
Additional Information
Learn more about Qualtrics Quality Management on our
website.
About Qualtrics
Qualtrics, the leader and creator of the Experience Management
(XM) category, is changing the way organizations manage and improve
the four core experiences of business—customer, employee, product
and brand. Over 16,750 organizations around the world use Qualtrics
to listen, understand and take action on experience data
(X-data™)—the beliefs, emotions and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
Platform™ is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20220621005457/en/
Tyler Petersen press@qualtrics.com
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