#contactcenterworld, @Qualtrics
Provo, UT & Seattle, WA, USA, Oct 4, 2022 -- Qualtrics (Nasdaq: XM), a provider and creator of the experience management category, announced new real-time contact center innovations to make agents more productive and deliver customer support with empathy. Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed. These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.
Contact center agents are on the front lines addressing customer issues and remedying customer pain points, yet agent burnout and attrition are rising while the ongoing labor shortage increases the cost of recruiting and training agents. More than one-third (38%) of contact center agents don’t feel they’re set up for success and only 54% of agents believe their leadership invests in their team, according to Qualtrics research.
"For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship. Organizations need to guide and orchestrate experiences in real time and that starts on the front line," said Brad Anderson, Qualtrics’ president of products and engineering. "These new contact center solutions save agents time and arm them with the information and coaching they need to deliver more efficient and empathetic customer service."
Qualtrics Real-Time Agent Assist and Automated Call Summaries are available in private beta.
#contactcenterworld, @Qualtrics
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
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: Wednesday, October 5, 2022
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