PROVO, Utah and SEATTLE, April 29,
2021 /PRNewswire/ -- Qualtrics (Nasdaq: XM), the
world's No. 1 Experience Management (XM) provider and creator of
the XM category, today announced the new Customer Care Command
Center to help organizations improve customer service agent
effectiveness by helping every agent tap into the hearts and minds
of the customers they're serving and take action to improve the
experiences they deliver.
The Customer Care Command Center gives every agent fast access
to customer insights—what customers are thinking and feeling about
their contact center experiences—enabling more focused and
productive coaching conversations with their managers, and
ultimately empowering them to provide experiences that improve
customer satisfaction and retention.
The experiences that customer service agents deliver can either
build or degrade customer loyalty and ultimately impact an
organization's bottom line. If a loyal customer has a negative call
center interaction, that can have an immediate, negative impact on
customer satisfaction and lifetime value. In fact, more than 30% of
customers would stop doing business with a brand after just one bad
experience. On the other hand, agents that are more effective in
resolving customer issues are also more likely to drive loyalty and
trust, and can even rescue unhappy customers.
"Customer service is one of the most important touchpoints that
organizations have with their customers, especially as the world
has shifted to digital," said Jay
Choi, Chief Product Officer at Qualtrics. "More than ever,
organizations need to empower their agents with a single view that
surfaces real-time customer feedback and enables them to take
action on that data to deliver incredible experiences, which in
turn create happier and more loyal customers."
The Customer Care Command Center helps organizations build
top-performing customer service teams by:
Empowering every agent to provide better customer service
experiences
The Customer Care Command Center gives every
agent a single view of the feedback they're receiving from
customers in real-time and automatically surfaces recommended
actions for improvement. With a feature called Perception Gap
Analysis, agents can provide their own feedback on a customer
interaction and identify any gaps between their and the customer's
perception of the service delivered. This helps agents pinpoint
areas for improvement quickly so they can take immediate action to
provide better service experiences.
Agents can also request help from a manager, flag interactions
they would like reviewed, or bring attention to positive customer
interactions. These capabilities are directly embedded in each
agent's existing systems and workflows.
Supporting managers with coaching and action planning to
retain high-performing teams
Traditionally, customer service
managers have narrowly focused on customer escalations or
lower-performing agents, which prevented them from building
well-rounded, high-performing teams. The Customer Care Command
Center provides managers with an Agent Performance Score, which
uniquely combines customer feedback and agent performance metrics,
such as the number of cases successfully resolved after the first
interaction, to assess agent effectiveness holistically. This
allows managers to understand how they can help each agent develop
and grow, enabling them to create shared coaching plans – all based
on agent and customer feedback in a single platform – and helping
them build and retain the best customer service teams.
The Customer Care Command Center integrates with Salesforce
Service Cloud, ServiceNow, or other CRM systems that organizations
already use. This enables customer service teams to easily create
follow-up workflows to customers and send managers automated alerts
when an agent receives in-the-moment feedback.
Additional Information:
- To learn more about Qualtrics CustomerXM™ for Customer Care,
visit www.qualtrics.com/customer-experience/customer-care/.
- To read more about building and retaining high-performing
customer service teams, visit
https://www.qualtrics.com/blog/improve-agent-experience/.
About Qualtrics
Qualtrics, the world's No.1 Experience
Management (XM) provider and creator of the XM category, is
changing the way organizations manage and improve the four core
experiences of business––customer, employee, product, and brand.
Over 13,000 organizations around the world are using 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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SOURCE Qualtrics