Qualtrics Debuts a Quality Management Solution

Sandra Radlovački

Supervisors can now gain insights into the state of contact centre performance

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Qualtrics Debuts a Quality Management Solution

Qualtrics has announced Qualtrics Quality Management, an AI-powered, human-assisted quality assurance solution.

The platform surfaces critical insights into the current state of contact centre performance, including agent effectiveness, customer needs, and overall performance.

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.”

Powered by Qualtrics’ patent-pending Intelligent Scoring feature, Qualtrics QM identifies key attributes for measuring customer service success, such as problem resolution, friendliness, and compliance. The solution then scores interactions in real-time and notifies relevant teams of any violations or negative interactions.

Qualtrics QM is integrated with Qualtrics XM Discover to analyse every interaction, transforming unstructured feedback from chat and calls to structured survey insights.

Further, the platform automatically creates coaching recommendations and pinpoints exemplary calls for agents and managers to help them recognise excellent performance.

Agents can also filter and browse through interactions to better understand their key strengths and identify performance improvement opportunities for themselves.

Elsewhere, Qualtrics recently launched a digital customer service solution – Social Connect – to support CX teams in responding to high contact centre demand.

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