MEDALLIA AGENT CONNECT

Empower your customer service teams from anywhere

Help remote and in-house contact center teams stay engaged and deliver great customer experiences

Leading contact centers delivering great experiences with Agent Connect

Engaged agents deliver better customer service

Customer service agents deal with surprises every day, but their performance should never be one of them. Keep work-from-anywhere teams connected through role-specific dashboards, transparent feedback, and personalized coaching. 

Negative feedback does happen, but with Medallia’s Agent Connect you can give agents the chance to self-correct and proactively reach out for help. Put agent’s in the driver’s seat with real-time transparency.

Take agent engagement further with in-the-moment personalized coaching

Never miss a coaching moment. Capture customer feedback on agent performance after every service interaction. With higher-than-average response rates and real-time feedback streams, team leaders can easily identify and act on meaningful coaching opportunities with their agents.

"We live and die by the Agent Connect feedback stream. It gives us unmatched visibility into our agents’ performance and helps us deliver more effective 1:1 coaching. Agents love receiving the recognition and more tailored coaching and this has translated into higher levels of engagement, improved service delivery and a 25% improvement in attrition rates."

GREG GERMAN

Customer Service Manager, Swanson

Turn quality management into a time-saver

Do you want your work performance to be judged on only 2% of your effort? Neither do customer service agents. It’s time to move away from random quality management call selection. Medallia makes QM smarter by auto selecting the moments that matter most for manual quality review. 

The result: more actionable business insights and more time for leaders to spend on 1:1 personalized feedback leading to better agent and customer experiences.

Be your customers' hero by quickly fixing poor experiences

Automate to instantly make things right

Create automated service recovery workflows that help you instantly make things right with customers after negative service experiences.

Equip every agent with the right details

Put the right customer information at every agent's fingertips so they no longer have to log into disparate systems to discover why customers are calling.

Track performance over time

Continually evolve your service recovery process by understanding performance over time. 

Make it easier to celebrate your agents

Running reward programs in a contact center can be hard to manage. With Medallia Agent Connect, you can put the program in the hands of your customers. Our unique customer-driven rewards enable customers to suggest rewards after positive service interactions.

Use the leaderboard and kudos to encourage team interaction and motivate and agents.

Easy to integrate with your existing tech stack

Agent Connect easily integrates with service, messaging, and reporting platforms. With our integrations, you can capture real-time customer feedback and use it to motivate your front-line team, power service recovery programs, and transform coaching and QA.

“Without the combination of Agent Connect and Text Analytics, we wouldn’t be able to know about trending issues as they arise.”

Jason Coats

Senior Director, Customer Care Choice Hotels

Learn More

With Medallia, Choice Hotels achieved: 

>1 m

pieces of feedback since launch

4.7/5

moved from 4.5 to 4.7 with improved service

7-fig.

annual revenue gain with improved expereiences