Jun 21, 2017
Make experiences memorable for the right reasons Contact centers can be the secret weapon in customer experience, but they are often underutilized. Employees find it challenging to understand customer feedback, and issues are left unresolved. This ultimately leads to customer and employee frustration and churn. Medallia turns customer feedback into great customer experiences. We capture feedback everywhere your customers are, connect it to relevant data you know about them, and
May 09, 2017
63% of people view quick issue resolution as the most important element of a good experience. But how do you do that consistently when you have more than 130,000 employees, handling over 1 million phone calls and 70,000 truck rolls daily? Learn how Comcast saw improvements in customer and employee engagement that led to a positive ROI. Download the webinar recording to listen to Graham Tutton, Vice President of Customer Insights
Nov 24, 2014
Sep 19, 2013
Customers’ satisfaction rates with contact center experience have universally dropped four years in a row, Forrester Research reports. And only 26% of consumers responded positively when asked if they believe contact centers provide great support, compared to 49% who did not. These numbers clearly show how the industry is missing the mark in relation to customer expectations of their support experience. To improve customer experiences with your contact center, you should start with your agents.
Aug 26, 2013
Medallia Contact Center Experience examples from customers in travel services, retail, insurance, financial services and consumer electronics.
Aug 26, 2013
Driving the customer experience from the agent level: every agent empowered, every call an opportunity.