Empower contact-center agents with real-time customer feedback, QA, and coaching.
Stella Connect by Medallia is the customer feedback, quality management, and coaching platform built specifically for contact center teams. Our intuitive platform makes it easy to harness agent-level customer feedback and deliver high impact coaching and QA programs, driving agent engagement and customer satisfaction. We give you the visibility and actionability you need to lead your remote teams.
Share Customer Feedback Directly With Agents:
With Stella Connect by Medallia, customer feedback is collected immediately after a conversation ends in Five9, and is then shared directly with agents and team leads in real-time. This constant stream of feedback drives engagement, motivation, and visibility.
Retain Your Customers with Service Recovery:
Make things right with customers who had poor service experiences to help retain customers. When a customer leaves a piece of negative feedback, it is flagged within Stella Connect and Five9, making it possible for team leads to recover poor interactions, re-survey, and then measure sentiment.
Streamline the QA Process and Make it Actionable:
Save time on manual processes by assigning QA reviews from Five9 conversations. Fully customize your scorecard based on your team’s specific needs. Leverage auto-fail questions, weight your scoring on a per-section basis, and categorize questions into sections.
Deliver Coaching to Help Your Agents Perform at Their Best:
Have a dedicated meeting management space within Stella Connect that enables you to focus your coaching sessions on the metrics that matter. Utilize past QA reviews, customer feedback and more to track trends, and set follow-up tasks for them to complete. Upskill your agents, and celebrate their successes so they path to perform at their best.