The new Qualtrics contact center quality management software is now generally available and deployed by several Fortune 100 companies and global brands including Vera Bradley, a leading designer of women’s handbags, travel items, and accessories.
According to a recent report by Straits Research, one of the world-leading market research organizations, the Contact Center Software Market is forecasted to reach USD 165 Billion in market size by 2030, at an aggressive CAGR of 21% within 2022-2030 primarily driven by the businesses’ increasing demand for automated customer care services to improve customer engagement, services, and inquiry management.
In recent years, including the ongoing pandemic, companies have been investing in improving their customer relationship to strengthen brand loyalty and contribute to driving the bottom line. The Qualtrics and ServiceNow research has emphasized the critical role of customer service in building brands, revealing that 80% of customers switched brands based on poor customer experience and 43% stated said they were at least somewhat likely to switch brands after only one negative customer service interaction. In contrast, 80.4% of respondents stated that they are more likely to be loyal or empathetic to brands that proactively communicate significant issues related to supply chain or labor shortage.
At the core of most customer relationship management innovations is technology, more specifically, AI chatbots to swiftly address customers’ common concerns as well as automate routine tasks. Recognizing enterprises’ growing need for intelligent solutions that would enhance overall customer satisfaction, leading experience management company Qualtrics has recently unveiled a new contact center quality management software.
New Contact Center Quality Management Software by Qualtrics
Dubbed Qualtrics Quality Management (QM), the modern contact center quality assurance solution enables companies to evaluate agents in a holistic, transparent, and outcome-oriented manner. Harnessing the power of AI integrated with human-assisted quality assurance, Qualtrics QM eliminates the legacy manual approach to agent-customer contact evaluation by empowering contact center leaders with automated, AI-powered insights not only on employees’ effectiveness and performance but also on the customer needs.
Another recent Qualtrics study revealed that 34% of the respondents comprised of call center agents and managers said they would want their company to invest in technology that provided a 360-degree-view of customer interactions across channels and 14% said they need solutions that would automate agent notes or call summary process.
Sharing about the latest Qualtrics QM software, Fabrice Martin, Chief Product Officer for Qualtrics Customer Care, said:
“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. 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.”
The new contact center quality management software leverages Qualtrics’ patent-pending Intelligent Scoring capability that utilizes AI to provide real-time evaluation of key attributes such as agent satisfaction, problem resolution, protocols knowledge, and customer satisfaction. This enables businesses to enhance CX and reduce operational costs and compliance risk on top of improving agents’ evaluation and overall performance. In addition, Qualtrics QM seamlessly integrates with Qualtrics XM Discover, which enables contact center teams to utilize unstructured feedback such as chat and calls as well as structured survey feedback when analyzing interactions.
Here are some features of Qualtrics QM:
- Offers macro-level view across teams and uses out-of-the-box workflows to optimize coaching sessions and drive collaboration between agents and supervisors
- Identifies individual and team coaching opportunities that significantly affect revenue and retention, thus, improving agent retention
- Automatically monitors, identifies, and escalates script adherence and regulatory mentions at scale
- Automatically curates coaching recommendations and exemplary calls for assessment and scoring
