Medallia for
Contact Centers

Create memorable service experiences

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Help your team help your customers

When customers need your help, they pay attention. With Medallia, you’ll empower your contact center teams to deliver memorable customer service experiences consistently, even in the most complex and rapidly changing environments.

Best Practice Package for Contact Centers

Get a best-in-class Contact Center CX program. Jumpstart your CX program with our Best Practice Package for Contact Center. This package brings together pre-configured CEM software, best practices, and services that meet your needs.

Identify obstacles and remove issues for your customers

Pinpoint issues within the call center or upstream by analyzing survey comments, chat logs, and call transcripts with our text analytics engine. Then use A/B testing to confirm and validate improvements needed. This prevents issues from recurring and reduces the number of repeat calls.

Built for a dynamic environment

The structure of your organization changes daily. With Medallia Experience Cloud^TM, the feedback is synced to your organizational reporting structure and gets to the right person.

Stop customer service failures in their tracks

Excellent customer service requires fast follow-up. Medallia lets you configure alerts to route positive and negative feedback for action, set escalation paths and time frames, track follow-ups, and capture root causes to get ahead of repeat issues. Managers can monitor it all to ensure customer service remains top priority.

Smarter coaching makes smarter teams

Use feedback from customers to enhance coaching. Managers and coaches can use this data to benchmark performance across teams and identify improvement opportunities. Integrations allow you to link customer feedback with associated call recordings for easy access.

Whitepaper

Build a Customer-Centric Culture

On their own, both company culture and management practices influence how employees behave with your customers. But when culture and practices align with the voice of the customer, we see the biggest benefits.

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“We started with a very low, negative NPS. After using Medallia, we crossed the line into positive territory and are now in the double digits. As that happened, we have seen the number of calls decrease by 20 percent."

Max Nunziata
Chief Customer Experience Officer, Sunrise

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Leading brands that use Medallia for Contact Centers

Key Features

See what you can do with Medallia for Contact Centers

Speech

Pair high accuracy, fast transcription with powerful analytics to find key customer pain points, process improvements, and agent training opportunities.

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Text Analytics

Identify key themes and root causes by analyzing comments, chat logs, and other text that captures the the voice of the customer in their own words.

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Ask Now

Get feedback on new service treatments and A/B tests using targeted survey questions and CX reporting for test and control groups.

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Organization Sync

Automatically sync with changes to staffing and reporting structures so customer feedback is always assigned to the right person and team.

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Close-Looped Action

Reinforce customer relationships with real-time alerts and case management workflows that help put out fires quickly and prevent future issues.

Health Check

Ensure every team is making the most of customer feedback by monitoring customer engagement, closed loop actions, and more.

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Medallia for
Contact Centers

Help your team help your customers

Best Practice Package for Contact Centers