Salt Lake City, UT, USA, Mar, 2023 – Qualtrics (Nasdaq: XM), a provider and creator of the experience management category, announced new purpose-built solutions that leverage the power of Qualtrics AI and real-time analytics to boost agent effectiveness, deliver better customer support across the frontline and drive down operational costs. These solutions are powered by Qualtrics’ ability to collect data from every human and digital touchpoint on the frontline and apply Qualtrics AI to surface points of friction, and trigger real-time action and coaching based on this unique combination of sentiment, behavioral and operational feedback.
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.
Posted by Veronica Silva Cusi, news correspondent
About Qualtrics XM:
Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
Published: Monday, March 13, 2023
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