Medallia Agent Connect

What is Medallia Agent Connect?

Stella Connect by Medallia is a comprehensive platform that seamlessly integrates customer feedback, quality assurance (QA), and coaching to empower front-line teams and drive exceptional customer support experiences. The platform provides businesses with a unified solution to manage their customer service operations, offering visibility into agent performance, automated workflows, and agent engagement tools

Highlights

• Visibility into performance: Easily access insights to understand the overall performance of the service organization, identify positive and negative trends, and highlight top and bottom performers for targeted coaching
• Agent engagement and motivation: Allows agents to receive direct feedback from customers, which helps them stay engaged and motivated to deliver their best in every interaction
• Integrated coaching and QA: Connects customer feedback directly to coaching and QA processes, enabling teams to eliminate point solutions and streamline their agent management efforts
• Versatile integrations: Offers API and Zapier integration, allowing businesses to connect Medallia Agent Connect with a variety of third-party platforms, such as Slack, Talkdesk, Salesforce, Zendesk, and more
• Customizable reporting: Enables organizations to calculate and generate reports on various customer satisfaction metrics, such as CSAT, FCR, CES, and transactional NPS.