New Qualtrics Frontline Care Solutions Empower Customer Service Agents and Managers with Qualtrics AI and Real-Time Data
New Qualtrics Frontline Agent Coaching helps managers build stronger teams with automated coaching, so they can deliver better service experiences and drive down operational costs
Qualtrics Frontline Team Assist captures and analyzes all of an agent's calls, providing managers and agents a complete picture of their performance and more impactful feedback and training
Bad customer experiences put
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
At the same time, new research from
“Frontline agents need every possible advantage to resolve customer issues the first time and do so in a way that builds loyalty,” said
Qualtrics AI-Powered Coaching Helps Agents Resolve Issues Faster, With More Empathy
New Qualtrics Frontline Agent Coaching extends the power of Qualtrics Real-Time Agent Assist and gives agents post-call coaching and performance insights. Real-Time Agent Assist is powering every contact center interaction with Qualtrics AI and machine learning, analyzing every call to uncover the intent, emotion and intensity behind people’s words, so agents have the right resources at their fingertips and can quickly resolve customer issues without putting them on hold.
Now, with Frontline Agent Coaching, agents automatically receive insights on their performance once the call is over and coaching on how to improve their performance. Agents can track their performance across several key metrics, access coaching plans, connect to their learning management system of choice and review their On-the-Spot Rewards earned through excellent service.
Empowering Managers to Deliver More Effective Feedback to
The care experience isn’t limited to agents on the frontline. Managing agents and helping them be productive is an increasingly important business priority, but frontline managers often lack the resources they need to keep agents engaged and effective. New Qualtrics Frontline Team Assist captures and analyzes all of an agent's calls, rather than just a sample of two or three per week, and uses Qualtrics AI and Natural Language Processing (NLP) to surface key insights on their performance. By putting it all into a single 360-degree view for managers, Qualtrics’ new solution makes it easy for managers to coach and support agents.
Frontline Team Assist helps improve agent performance at scale. Managers can take snippets of calls in which an agent excelled and automatically share them with the larger team as an example of success. This allows managers to give accurate feedback representative of an agent’s actual work instead of a small sample, leading to better performance and more trust between agents and managers.
Availability
Frontline Team Assist and Frontline Agent Coaching are available today in private beta and will be generally available in the first half of 2023.
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