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New Qualtrics Frontline Care Solutions Empower Customer Service Agents and Managers #contactcenterworld 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." Frontline Team Assist and Frontline Agent Coaching are available today in private beta and will be generally available in the first half of 2023. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, March 13, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |