How Medallia Solves The Close-up Madison’s Challenges See how a contact center supervisor could use Medallia to improve agent Add transparency around feedback. and customer experiences. Medallia creates a near real-time feedback loop to encourage Madison’s team to self-manage ongoing performance improvement. Identify self-service opportunities. Medallia helps Madison’s team reduce call volume and focus on resolving escalated and unresolved calls by anticipating customer pain points and offering MADISON SMITH automated solutions. Contact Center Supervisor, Very Good Healthcare Optimize quality assurance. Madison wants to use contact Medallia helps supervisors and managers focus their center insights more efficiently, time on 1-to-1 coaching in the areas that will have the including sharing them across biggest impact on customer experience by automatically the organization, to drive scoring 100% of interactions. organizational improvements. Her Goals: Her Challenges: Detect emerging patterns. - Increase agent satisfaction, - Aging technology, outdated Medallia helps Madison’s team improve first call engagement, and loyalty processes, and variability in resolution by helping them anticipate pain points and - Reduce call volume agent effectiveness connect with consumers, patients, and members on - Anticipate and respond to customer - Customers often feel like they’re multiple channels. pain points proactively communicating with separate departments and not one company - Improve first-call resolution and - Contact center insights are rarely customer experiences shared across the organization to drive change Learn more about Medallia