Qualtrics 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.

The new solution helps contact center teams act quickly to improve the customer experience, reduce operational costs and compliance risk and better evaluate their agents’ performance.

The solution is designed to replace outdated contact center quality assurance (QA) practices that are typically costly, manual, slow, and biased, often relying on a QA manager reviewing an average of only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."

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.

Qualtrics QM is generally available today and is already helping multiple Fortune 100 companies, deliver better customer and service agent experiences while reducing costs. 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.

Date Posted: Wednesday, June 22, 2022