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Provo, UT and Seattle, WA, USA, April, 2021 -- Qualtrics (Nasdaq: XM), an Experience Management (XM) provider and creator of the XM category, 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."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Monday, May 3, 2021