XM Solution Guided Program

Contact Center Customer Experience

Improve customer satisfaction and reduce your operating costs with a program that turns your contact center into a key driver of customer experience.

COST

Custom Quote

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CORE EXPERIENCE

Customer Experience

CREATED BY

Qualtrics

Turn your contact center from a necessary overhead to a primary driver of customer satisfaction. This program will help you identify the key drivers of satisfaction at each stage in the customer journey and assess how you’re performing against your key customer metrics. You’ll be able to see the improvements to focus on to have the biggest impact on your customers and your bottom line.

Jump-start your XM program with:

  • Customer surveys built by industry experts & validated by leading companies
  • Role and channel-based dashboards to deliver real-time customer insights to the right people in the organization

OUTCOMES DELIVERED

  1. Get powerful insights in less time
  2. Monitor and optimize the experience throughout the customer journey
  3. Create a roadmap for future growth to increase program coverage and capabilities
  4. Deliver premium customer experiences

CATEGORY TAGS

Customer ExperienceXM Solution Guided Programs

What You Get

Expert-built Surveys

Get pre-built contact and call center customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • End Customer Transactional Surveys
    • Digital: Support
      • Site Experience
      • App Experience
      • Customer Support (NPS)
      • Customer Support (CSAT)

Dashboards

Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital Overall Site and App Experience
    • Executive
    • Support Center Manager
  • Support: Customer Support
    • Support Center Manager
    • Agent Manager
    • Support Agent
    • Public In-Office Kiosk

Qualtrics Contact Center CX Maturity Model

You’ll benefit from a 3-phased approach to implement and grow your Contact Center Experience Management Program:

  1. Launch pre-built CX surveys across your support channels using best practices to drive response rates and receive better feedback
  2. Add employee engagement, peer feedback, motivation analysis dashboards, and gamification…all in a single platform
  3. Deep dive on most impactful customer journeys (e.g. overall support experience) to motivate employees, increase customer satisfaction, and reduce costs

Plus, when additional surveys, dashboards, benchmarks and platform features are rolled out, you’ll get access

Implementation & Service

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

SOLUTION DETAILS

Required License: Customer Experience 1

LANGUAGES

English

CATEGORY TAGS

Customer ExperienceXM Solution Guided Programs