Conference Presentation

The Intelligent Contact Center: How Medallia Increased Agent Proficiency and NPS with Relevance

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To make meaningful improvements in the customer experience, you need to make each interaction personal and relevant, throughout the journey. Medallia discovered that empowering agents with the most relevant information to resolve the case at hand, not only increased agent proficiency, but also customer satisfaction. In this session, learn how Medallia applies Coveo's AI-powered search & recommendations technology to put the most relevant, case-specific content at each agent's fingertips as they engage with customers using an intelligent agent services console that unifies disparate content. Find out how this approach has helped Tier 1 agents to handle 34% more cases on their own without escalating to Tier 2, and increase the customer experience, with an amazing 5-point NPS improvement in one quarter alone.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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