Improving customer satisfaction and reducing agent attrition by building a feedback-driven culture

“Customer experience sits with the fans in the stands as well as the suits in the suites.”

Doug Kramon

Head of Fan Support and Customer Care, ESPN

ESPN is the leading multinational, multimedia sports entertainment brand, serving sports fans anytime, anywhere, since 1979. The company’s current offerings include TV networks, direct-to-consumer via ESPN+, radio and podcast shows, sports event management, and a broad range of digital delivery vehicles.

ESPN aims to offer world-class customer service, which they call fan support, and agents are sports fans who can empathize with customers and converse with them; fan to fan. Coaching agents to do the right thing, instead of chastising them when they do a wrong thing and focusing on qualitative metrics instead of quantitative ones like handle time, are core philosophies. Deriving insights from the “dark data” around fan interactions and emphasizing giving fans what they want, where they want it is improving both fan experience and internal efficiency.

Read the case study and find out how Medallia’s Contact Center Suite and Agent Connect solution is providing valuable insights to enhance ESPN services and help them move even closer to the dream state of knowing what fans are concerned about before they even reach out.

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