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Qualtrics Unveils Customer Command Center
Customer experience management provider Qualtrics has released a new solution designed to provide faster customer details for more productive work environments.
Qualtrics Customer Command Center offers services agents a single pane view of customer feedback that can be accessed instantly, as well as automation features that provide recommended actions for specific customer interactions. The solution also showcases Perception Gap Analysis, which allows agents to provide their own feedback from interactions, which helps businesses identify and analyze any discrepancies between perceived experiences of both customers and agents.
Along with these features, agents will now have the ability to flag specific interactions for review, alert managers for backup support, and highlight positive customer reports to examine what agents did well. The Customer Command Center not only supports positive customer experiences, but allows business leaders to more accurately assess the performance of their own agents through Agent Performance Scores. By combining customer feedback data with agent performance details, a performance score is generated that accuracy summarizes the general success of individual employees.
“Customer service is one of the most important touchpoints that organizations have with their customers, especially as the world has shifted to digital,” says Jay Choi, Chief Product Officer at Qualtrics. “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.”
Readers can visit the Qualtrics official website to learn more about the features included in the Customer Command Center
Edited by Maurice Nagle