#contactcenterworld, @Qualtrics

According to Qualtrics research, poor customer service is the number one reason customers switch brands, yet 38% of contact center agents don’t feel they’re set up for success. Qualtrics recently announced three key contact center innovations are now generally available to customers worldwide: Qualtrics Real-Time Agent Assist, Automated Call Summaries, and Frontline Team Assist. These new solutions will help organizations create modern, efficient customer care programs.

Real-Time Agent Assist uses AI and machine learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Qualtrics platform brings together insights from millions of interactions customers have had with the brand across all channels, to intelligently diagnose the caller’s individual needs and desires and make recommendations specific to each conversation. RTAA prompts agents with helpful suggestions, personalized experiences and offers, relevant knowledge base articles and related answers, helping them focus on listening to the customer and reducing the time it takes for an agent to resolve each customer’s issue.

Automated Call Summaries eliminates manual work for contact center agents by instantly creating a comprehensive summary after each customer call. In seconds, agents can see a summary that includes how long the call lasted, the customer’s reasons for contacting, as well as a recap of how the agent responded, and any offers that were provided to remedy the customer's issue. Once the summary is approved, they are automatically stored in an organization’s contact center systems of record, providing teams with a single source of truth for all customer records and a comprehensive history of the customer experience.

Frontline Team Assist enables managers to easily review performance across agents and provide targeted, meaningful coaching to keep agents engaged and effective. The solution leverages service quality evaluations and uses Qualtrics AI and Natural Language Understanding (NLU) to surface key insights on their performance and service quality. By putting it all into a single 360-degree view for managers, Frontline Team Assist makes it easy for managers to coach and support agents and measure their performance against company benchmarks.

Frontline Team Assist provides access to Qualtrics Frontline Agent Coaching, an easy-to-use self-coaching solution that puts personalized insights in agents’ hands, provides positive reinforcement from customers, and empowers them to identify opportunities for improvement to drive their own development. Agents can track their performance across several key metrics, access coaching moments, and connect to their learning management system of choice.

Elsevier, a Dutch academic publishing company specializing in scientific, technical, and medical content, tapped Qualtric's new Frontline Care solutions to upgrade its customer-service offerings in order to compete with the speed and quality of digital-native tech companies. With RTAA, Elsevier empowered contact center agents with informed recommendations based on brand-specific information during key moments on their calls with customers. The new product helped Elsevier agents reduce overall average handle time, improve CSAT scores over thousands of calls and reduce the time customers waited on hold.

ACS allowed Elsevier to improve the identification of each caller's contact reason and subsequent agent actions, saving agents time and reducing operating costs.

"Qualtrics has not only enabled us to gain new insight into our customers’ experiences with its AI and analytical capabilities, but they’ve also tuned their product so that it does exactly what we need," said Joep Everts, SVP of Customer Service, Elsevier. "With RTAA and ACS, our agents are getting more relevant and timely recommendations, solving more customer care issues, and generating more accurate call summaries so we know the exact reason for each and every call."

#contactcenterworld, @Qualtrics