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News : Qualtrics Announces New Contact Center Quality Management Solution

Premium Content (Sponsored)

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The solution is designed to replace outdated contact center quality assurance (QA) practices that are typically costly, manual, slow, and biased, often relying on a QA manager reviewing an average of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


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 - Fair Incentives

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

Published: Wednesday, June 22, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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