In the US, experience management platform Qualtrics has launched a 'Customer Care Command Center', providing agents with access to insights on what customers are thinking and feeling about their contact center experiences, and helping them act on recommendations for improvement.
SAP-owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': CustomerXM, EmployeeXM; ProductXM, and BrandXM. The new 'Command Center' features Perception Gap Analysis, which gets agents' own feedback on a customer interaction and identifies any gaps between this and the customer's perception, pinpointing areas for improvement.
In addition, agents can request help from a manager, flag interactions they would like reviewed, or bring attention to positive customer interactions. An Agent Performance Score then combines customer feedback with performance metrics such as the number of cases successfully resolved after the first interaction, to assess agent effectiveness. The Center integrates with Salesforce Service Cloud, ServiceNow and other CRM systems, enabling customer service teams to create follow-up workflows for customers, and send managers automated alerts when an agent receives in-the-moment feedback.
Chief Product Officer Jay Choi (pictured) comments: 'More than ever, organizations need to empower their agents with a single view that surfaces real-time customer feedback and enables them to take action on that data to deliver incredible experiences, which in turn create happier and more loyal customers'.
Web site: www.qualtrics.com .
All articles 2006-21 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.