Medallia Enhances Remote Workforce Management with New Offerings

Cloud communications and remote work have catapulted to the forefront over the last year as a global Pandemic and stay at home mandates took center stage. Many companies transferred to a digital focus for their employees and customers.

Medallia, a provider of engagement management and experience solutions, recently announced it was rolling out new product enhancements and other integrations to serve the evolving remote work landscape better.

“Medallia is rolling out several key new employee engagement product enhancements to help organizations improve employee satisfaction, productivity, and belonging,” said Sarika Khanna, chief product officer for Medallia.

Included as part of the new features are real-time digital employee engagement features to help make the transition to distance work seamless, as well as new partner integrations with companies like Visier that make it possible for businesses to easily connect with employees and have access to essential tools so they can coach and assist contact center agents to deliver optimal customer care.

“IDC (News - Alert) research shows that bringing together both operational [Visier] and experiential [Medallia] data is the most comprehensive approach to understanding people behavior and providing managers with the opportunity to identify issues and action plans early enough to ensure increased productivity, reduce turnover, and improve employee experience, with EX fueling organizational resiliency,” said Laura Becker, research manager, Employee Experience.

Medallia also partnered with DecisionWise to better understand employee experiences using cloud data discovery tools for research, best practices, benchmarks, and recommendations.

With Stella Connect by Medallia, customer service leaders can also gain better visibility into performance happenings even if they are working remotely. They can then leverage this to drive improvements in KPIs, first call resolution and also maintain agent retention.

Edited by Maurice Nagle