Never underestimate the power of great call center customer service
Many call centers rely on CRM metrics, such as call time or first call resolution, to measure call center performance. In doing so, these businesses are missing a key piece of the puzzle-how the customers themselves feel about their interactions with call center agents. A real-time customer experience feedback program can fill this gap, adding actionable customer feedback to call center metrics and ultimately improving call center customer service.
Designed to help contact centers capture immediate customer feedback after every interaction, Medallia Contact Center Experience distributes feedback throughout organizations, helping businesses improve agent performance, save at-risk customers with immediate notifications and workflow resolution management, and identify the levers that affect customer loyalty. Medallia handles scale and complexity — providing a common platform that supports not only the scale of tens of thousands of users in contact centers and business units, but also the complexity of different surveys, languages, reports, alerts, escalation paths, and other dimensions. The solution offers granular reporting down to the agent level and tighter integration with other contact center applications through Medallia API.
Medallia Helps you Focus on the Call Center Metrics that Directly Impact Business Performance
- Transparency. Medallia helps businesses integrate and standardize customer experience information across contact center operations regardless of size and complexity. Programs, contact centers, teams, and geographies can be added, removed, or changed seamlessly as the organization changes. To encourage action, the user interface and data access are specifically tailored to each user's responsibilities.
- Analytics. In addition to trending customer experience data, Medallia imports traditional contact center metrics such as handle time, hold time, and first call resolution from other systems. By correlating the relationship between traditional operational metrics with Medallia's insightful customer feedback, companies see how driving these metrics affects customers' experiences and loyalty.
- Integration. Through a well-developed, public API, Medallia provides real-time integration with other contact center applications such as CRM, IVR, performance management, and workforce optimization systems.
- Recover at-risk customers. Alerts managers instantly when customers report problems. Through the Medallia platform, managers can engage directly with unhappy customers within minutes after a problem occurs. Follow-up activities are tracked, analyzed, and shared with managers and coaches.
Get more information on Call Center metrics with Medallia Contact Center Experience.
