With Qualtrics, you can automatically send surveys to customers after every service interaction. Surface people-focused feedback to help humanize your brand and build deeper customer connections.
Streams and dashboards give team leaders a macro and micro view of the performance of the agents they manage. These tools empower team leaders to deliver positive feedback, coach agents in real-time and make things right with customers who have had subpar experiences.
Real-time agent-level performance insights, and more automated coaching and QA programs will enable you to scale your service team more effectively. Team leaders will be able to manage larger pods of agents, and you’ll need fewer QA resources because of a more streamlined and effective program.
Align Qualtrics interaction tags, departments and brand information with customer feedback to capture actionable insights that you can use to drive product innovation and highlight where policies might need to be updated to keep customers delighted.
Customer feedback flows in real-time into the Stella Connect platform. Positive feedback drives engagement; negative feedback drives self-correcting behavior, which reduces the coaching burden on your service leaders and helps ramp new hires more quickly. As well as being displayed in Stella, feedback can also flow into third party integrations like Slack, Google Sheets and Domo, enabling you to develop custom reports.
Stella Connect allows QA managers to make annotations on interactions that don’t warrant a full review, or launch a full review from any interaction. This is not only a better use of time, but also provides a more holistic view of agent performance.
“Qualtrics’ clients around the world will now be able to take advantage of this new seamless connection that pulls customer feedback directly into Stella Connect, enabling real-time agent coaching, engagement and performance improvement for contact centers.”