AI-powered coaching, made human
Build a world-class customer service reputation – and empower your agents to deliver their best work – with intelligent coaching that really gets people.
The world's
best brands
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Qualtrics
La réalité actuelle
Activités inefficaces
Subjective, cumbersome, and incomplete evaluations. Too much time is spent looking for coachable moments.
Inhibition de la résolution de problèmes par les conseillers
Manque d'autonomisation des conseillers et de clarté en matière de performance, le coaching n'étant pas clairement lié à des comportements impactants.
Absence de perspective client
Sampled customer information from post-call surveys. Inability to split rep performance from aggregate metrics like NPS or CSAT.
Le service client au bon moment
Transform agents into customer champions, with AI-powered solutions that ensure they have the right information at the right moment – helping them navigate customer inquiries with ease. With intelligent insights guiding each interaction, your agents will deliver better service, faster.
- Fournissez à vos agents des plans de coaching personnalisés et optimisés par l'IA
- Gagnez en productivité en vous concentrant sur les besoins et les opportunités uniques de chaque agent
Nous prenons des notes, et vous fournissez le service attendu
Automated post-call summaries instantly capture nuances, sentiments, and next steps for every interaction. That means agents can refocus their efforts on providing exceptional service, rather than getting bogged down with paperwork.
- Réduisez le temps passé après les appels en automatisant la prise de notes et la synthèse
- Automate and standardize your call dispositioning, providing more accurate intel on why customers are calling
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Rapport 2025 sur l'état des lieux des centres de contact
Rapport 2025 sur l'état des lieux des centres de contact
With the growing usage of AI but also the skepticism around it, businesses will have to find the balance between speed, effectiveness, and the vital importance of human to human connections. Our trends report will equip you with the insights and advice to future-proof your contact center operations.
One-to-one coaching. At scale.
Turn every interaction into an opportunity for growth. With personalized dashboards, agents can track their real-time performance while managers create targeted coaching plans. This is transparent, equitable coaching, designed to enable continuous improvement and drive employee engagement.
- Obtenez une vue à 360° des performances de vos agents en écoutant et en notant automatiquement chaque interaction, afin de proposer des recommandations d'amélioration personnalisées
- Donnez aux agents les moyens de développer des compétences qui stimulent leurs ambitions professionnelles
Optimisez le potentiel de vos collaborateurs
Take control of your operations and ensure compliance while building a lasting reputation. Empower your team with essential tools to deliver extraordinary customer experiences.
- Développez une culture centrée sur le client en reconnaissant et en récompensant un service de qualité
- Associez la performance des agents aux résultats des clients, en plaçant le retour sur investissement au-delà de la simple réduction des coûts
Comment nous stimulons la croissance
Comment nous stimulons la croissance
Avec Qualtrics, dès que nous recevons un commentaire, nous pouvons alerter les équipes concernées pour qu'elles prennent des mesures, pour entretenir les relations et pour résoudre les problèmes critiques en temps réel avec nos clients.
Head of CX Analytics
25 %
Augmentation de la valeur du compte
Mettez à niveau vos programmes simplement avec des plans tarifaires flexibles et évolutifs
Mettez à niveau vos programmes simplement avec des plans tarifaires flexibles et évolutifs
FAQ sur le coaching des agents
FAQ sur le coaching des agents
Qu'est-ce que le coaching des agents ?
Qu'est-ce que le coaching des agents ?
Contact center agent coaching is a process aimed at enhancing the performance and skills of customer service representatives. It involves regular feedback, training sessions, and performance assessments to improve communication, problem-solving, and product knowledge. Effective coaching helps agents handle customer inquiries more efficiently, leading to increased satisfaction and productivity. By focusing on individual strengths and areas for improvement, coaching fosters professional growth and cultivates a positive work environment, ultimately benefiting both agents and the organization.
Qu'est-ce que la productivité des agents ?
Qu'est-ce que la productivité des agents ?
Contact center agent productivity refers to the efficiency and effectiveness with which customer service representatives handle customer interactions. It is measured by various metrics, including response time, call resolution rate, customer satisfaction scores, and the volume of inquiries handled within a specific period. Higher productivity indicates that agents can manage tasks effectively while maintaining quality service. Enhancing agent productivity often involves training, access to resources, and streamlined processes, ultimately leading to improved customer experiences and organizational success.
Comment puis-je améliorer la productivité de mes agents ?
Comment puis-je améliorer la productivité de mes agents ?
To improve agent productivity, provide comprehensive training to enhance skills and confidence. Implement efficient processes and tools, such as CRM systems, to streamline workflows. Set clear performance metrics and regularly track progress. Offer real-time feedback and coaching to address areas for improvement. Foster a positive work environment that encourages collaboration and motivation. Additionally, ensure agents have access to the necessary resources and support, and consider implementing incentives or rewards to recognize high performance and boost morale.
Quel est l'impact du logiciel de coaching des agents et de productivité ?
Quel est l'impact du logiciel de coaching des agents et de productivité ?
Agent coaching and productivity software streamlines the process of enhancing contact center performance. It provides tools for tracking metrics like call duration and customer satisfaction, enabling managers to identify areas for improvement. The software often includes features for delivering personalized coaching, feedback, and training modules based on performance data.
Pourquoi choisir Qualtrics pour le coaching des agents et vos solutions de productivité ?
Pourquoi choisir Qualtrics pour le coaching des agents et vos solutions de productivité ?
Choose Qualtrics for agent coaching and productivity solutions because it offers advanced analytics, real-time feedback, and customizable performance metrics. Its intuitive platform enables personalized training and coaching, driving agent engagement and development. Additionally, Qualtrics provides seamless integration with existing systems, empowering organizations to enhance customer interactions and achieve insights that improve overall service quality and efficiency.
Plus de solutions de gestion de l'expérience client
Plus de solutions de gestion de l'expérience client
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