Qualtrics has announced the Customer Care Command Center, a new addition to its experience management (XM) platform. The Customer Care Command Center is designed to help customer service agents gain increased access to customer insights that will empower them to provide experiences that increase customer satisfaction and retention. The new service is built on Qualtrics’ platform and is available now.
Qualtrics is a provider and creator of the experience management (XM) category of products and is committed to helping customers change how they manage their customers, employees, products, and brand. The Qualtrics XM platform equips users with a range of data and services that empower them to uncover and deliver what their customers and employees want, develop meaningful experiences, establish brand cultures, and shift the market.
With the introduction of the Customer Care Command Center, Qualtrics is equipping its users with faster access to a range of customer insights that will empower customer service teams to improve the experience they provide customers with. The new feature will also provide managers with Agent Performance Scores, which combine customer feedback and agent performance metrics. This will provide managers with the insights they need to launch coaching plans that will continue to improve the customer experience and retain employees and customers alike.
Jay Choi, Chief Product Officer at Qualtrics, says that “Customer service is one of the most important touchpoints that organizations have with their customers, especially as the world has shifted to digital. 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.”
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