Satisfy: Contact Center - Contact Center

Satisfy: Contact Center™ – Enterprise Feedback Management Solutions

It’s the face of your company. What does it look like?

Medallia’s Contact Center feedback solution gathers and reports feedback from customers who’ve interacted with your company’s call centers and contact centers—the departments that handle customer correspondence in all its forms. Medallia offers immediate surveying of customers after a call through interactive voice response (IVR), as well as follow-up surveys using multiple data sources.

Schedule A Demo of Medallia’s Enterprise Feedback Management Solution – Enterprise Feedback 2.0

Key Benefits

Monitors service performance of each vital point of contact with customers.
Offers a reliable third-party assessment of contact center performance.
Replaces or supplements electronic monitoring for quality assurance.
Identifies problems, including poorly performing customer service agents, and facilitates corrective action.
Tracks program delivery such as promotions and sales.

We’re able to diagnose problems in our operation and take curative action.

—SVP, Customer Quality and Performance Support

Modules
Features

SatTracker™: Continuous tracking of customer satisfaction with the contact center.
ProblemTracker™: Tracking of problem incidence and resolution, and tool for drilling down to investigate issues.
PerformanceRanker™: Ranking of contact center personnel on multiple performance measures.

ResponseInvestigator™: Viewing and searching of verbatim customer feedback agent by agent, an invaluable tool for improving agents’ performance.
CustomerProfiler™: Demographic information about the customers calling the contact center.

Alert: Alerts trigger whenever the system detects a potential at-risk customer relationship. You set the trigger points.
Built-in customer-recovery tools: Intervene and curb the potential loss of high-value customers.
Powerful search, sort and filter: Tools to search, sort, and filter for just about anything, including verbatim content, along any dimensions you choose.
Just-in-time data: Just-in-time data delivers voice-of-the-customer feedback almost as fast as your customers give it.
Drill-down capabilities: Powerful yet easy-to-use drill-down capabilities to “get to the bottom” of key trends and data anomalies.

Enterprise-wide system: Your whole organization works off the same page, without a time-consuming distribution process.
Personalized: Tools for personalizing home pages and reports so every user focuses on the information he or she needs.
Multi-format export: Tools to save data as PDF reports or Excel spreadsheets at the click of a button.
Multi-mode surveying: Multi-mode surveying, including telephone, mail, comment card, and interactive voice response (IVR), as well as integration of data from multiple sources.
Omnibus survey tool: Tools for adding ad hoc or temporary survey questions to test new product ideas, track promotions, or monitor seasonal offerings.