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News : Qualtrics Announces General Availability of New Frontline Care Solutions

#contactcenterworld, @Qualtrics

Provo, UT & Seattle, WA, USA, May 24, 2023 - Qualtrics (Nasdaq: XM), a provider and creator of the experience management (XM) category, announced the general availability of three new contact center innovations: Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist. These new solutions will empower organizations to create future-proofed operating models for customer care.

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.

Automated Call Summaries drastically reduces manual work for contact center agents by instantly creating a comprehensive summary after each customer call. In seconds, agents can see how long the call lasted, why the customer called, as well as a recap of how the agent responded, and any offers that were provided to remedy the customer's issue.

Frontline Team Assist enables managers to easily review agent performance and provide targeted, meaningful coaching to keep them 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.

#contactcenterworld, @Qualtrics

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


About Qualtrics XM:
Company LogoQualtrics 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.
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Today's Tip of the Day - Where The System Breaks Down

Read today's tip or listen to it on podcast.

Published: Thursday, May 25, 2023

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2024 Buyers Guide Training

 
1.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

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