XM Knowledge Base
QUALTRICS FOR THE CONTACT CENTRE
Go from customer contact to customer loyalty
Request Demo Take a Product TourGo from cost centre to experience driver with all your X- and O-data on a single platform, helping you deliver breakthrough contact centre experiences that reduce churn and drive unwavering loyalty from your customers.
Outcomes delivered
- Resolve customer issues faster to reduce churn and increase loyalty
- Gather X-Data in real time from live voice calls, chatbots, SMS, IVR and many more
- Share real-time metrics with agents, team leads and more
- Identify improvements with the biggest impact on the experience AND your bottom line
Go from feedback to
resolution in no time at all
Go beyond the post-call survey
Hear and understand your customer at every meaningful moment: inbound and outbound calls, IVR , voice activated devices, mobile, text, and chat. Deliver the support your customers expect, in whatever channel they prefer.
Proactively spot issues with
predictive analytics
Deliver tailored insights from the c-suite down to the frontline agent. Hone in on focus areas to address customer churn, increase operational efficiency and identify agent coaching opportunities to improve performance and productivity.
Take action at scale
From micro- to macro-actions, we have you covered. Automatically route customer feedback to the right team to address issues with individual customers. Or, create action plans to tackle broader strategic initiatives.
Empower teams with role-based,
actionable insights
Gain meaningful insights with experience data (X-data) and operational data (O-Data) on one platform. Your teams will be able to see everything, across all channels to identify gaps or trends as well as the actions they need to take to improve the experience AND impact your bottom line.
End-to-end view of every
moment that matters
See all of your customers’ experience like you’ve never seen it before. With a holistic view of every touchpoint, including transactions, invitations, and feedback, Qualtrics makes it easy to seamlessly measure and connect insights across the entire lifecycle — so you can deliver personalised experiences that delight customers.
Top contact centre
use cases
Voice of the Customer
Capture the voice of the customer, using multiple channels, at every touch point of the customer journey.
Transactional & Relational NPS
With CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback.
Agent Coaching
Uncover opportunities to coach your agents, based on customer feedback. Develop coaching plans designed to upskill your teams to deliver on customer expectations and help improve agent performance and reduce churn.
Contact Centre Analytics
Connect your O- and X-Data to optimise your contact centre operations and agent productivity.
Closed Loop Follow-up
Act on customer feedback quickly and turn detractors into promoters with a comprehensive, closed-loop solution for faster, more effective issue resolution.
Action Planning
Create action plans to turn insights into action to address the key drivers of customer satisfaction and agent productivity. Identify collaborators, task owners, set milestones, and track them all the way to completion.
Customer Retention
Improving customer retention is critical to your business. Qualtrics helps you predict individual customer behaviour and take action before it is too late.
Voice Analytics
Turn every call into insights and track customer emotion, sentiment, and trending topics to get complete visibility on the customer experience.
Text Analytics
Often, the most actionable insights are hidden deep in open text responses, but reading all those comments is impossible at scale. Qualtrics instantly analyses open text and presents the information using easy-to-understand visual dashboards.
Digital customer service
Digital channels are a crucial part of your customer experience. Qualtrics helps you measure and optimise every touchpoint across every digital platform.
Customised automatic alerts
Deliver alerts on your phone, in your inbox, or third party tools like Slack, ZenDesk and many more. Notify the right people based on their roles and department with AI-based smart routing.
With Qualtrics Experience Management, we’re able to close the loop with customers at every touchpoint. It’s like our customers are sitting next to us and telling us constantly how we’re doing.
We’ve become more than just customer-centric. Qualtrics XM helped us become more predictive of customer’s needs. That improves their satisfaction and loyalty.
Qualtrics’ Flexible Service Model
We know that sometimes you need someone else to manage a project so you can allocate energy to other initiatives. Other times, you need the flexibility and agility to manage the details yourself. Our offering gives you the freedom and power to dial up or dial back the services at any time during the program.
Advisory
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Delivery
- Tech Consultants
- Solution Architects
- Program Architects
Support
- Customer Success
- Qualtrics Support
- Technical Account Manager
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Customisation
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