Workforce Management Featured Article
Medallia Shows Appreciation for Contact Center Agents with Rewards Integration
Contact center operations are an essential part of any large organization, yet many leaders in the business world still fail to give credit to the agents who keep them running smoothly. Maintaining a high quality contact center is a difficult task, and no one understands this more than the agents who work at them. Whether it's dealing with unsatisfied customers, answering questions, or processing orders and requests, agents have a great deal of weight on their shoulders to keep both customers and employers happy.
To help business leaders show more appreciation toward valued contact center agents, CX/Employee software solution company Medallia, Inc. recently unveiled a new integration for the Stella Connect customer engagement suite to offer rewards to hard working agents. Medallia business customers can now easily connect Stella Connect to the rewards platform Snappy Gifts, allowing managers and company leaders to show their appreciation by sending gifts and rewards to valued employees.
“Times have changed, and agent recognition has too. Repetitive rewards and e-gift cards don’t make your customer service agents feel recognized. Instead we create gifting delight by combining a digital unwrapping experience with a highly curated catalog of gifts for agents to choose from,” said Jake Shinder, Head of Technology Partnerships, at Snappy Gifts. “Best of all, managers can spend less time managing manual fulfillment of rewards and more time celebrating their teams’ successes.”
The integration allows the contact center suite to compile customer experience data to access agent performance. After a service interaction, customers are able to vote on how well an agent performed during their experience. One an agent reaches a particular level of votes from positive feedback, contact center managers can enable agents to pick out a reward and automatically process it through the Snappy Gifts platform
“When customers provide brands feedback about their exceptional experience, rewarding your employee with a recognition is a great way to boost your company’s culture and motivate agents to deliver exceptional customer experiences,” said Sarika Khanna, Medallia’s Chief Product Officer. “Partnerships with out-of-the-box integrations like Snappy Gifts provide our customers a robust ecosystem of pre-built solutions to choose from.”
Edited by Maurice Nagle
