G2

Rachel R.

Sr. Manager of Customer Experience

Small-Business (50 or fewer emp.)

3/24/2021

"A must-have app for customer service teams"

5/5

What do you like best about Medallia Agent Connect?

Stella Connect helps me manage quality assurance as a manager, and offer's me the ability to better manage my team with coaching techniques. I also like that it has a way for us to reward our employees. Incentive is everything! As we are still in a startup size, we are looking to scale! As our team further implements tools like stella QA and 1:1's -- we notice our quality improving which is vital for proper growth! Review collected by and hosted on G2.com.

What do you dislike about Medallia Agent Connect?

I dislike that customers have the ability to leave reviews that are not related to the agent at all. Customers will abuse the Stella Connect review as an opportunity to vent about the company as a whole. While all feedback is helpful, many of the comments made are not reflective of the agents actual performance - which is what we use Stella Connect for. Due to this, we often find ourselves having to do a weekly Audit to ensure that blank reviews, or non related reviews, are removed from the advocates profile to ensure their stella score is accurate. This is vital, as we utilize the stella scores on their weekly metrics sheet. If the score is off due to non related reviews, that's not fair.

Another issue we run into is a customer leaving a review saying "i never spoke with the agent". This greatly effects the advocates scores as well, and have to be removed during audits.

Additionally, I think Stella could offer the customer more insight as to what the reward will offer the advocate when they select "Coffee" "lunch" or "meal". That would be perfect! Review collected by and hosted on G2.com.

Recommendations to others considering Medallia Agent Connect:

I would recommend this to any manager who is looking to make their team a great success! It supplies incentive for the agents as individuals, and offer management tools to keep up on their team with current stats and actionable items. Review collected by and hosted on G2.com.

What problems is Medallia Agent Connect solving and how is that benefiting you?

We just recently started utilizing the QA function, and 1:1 templates. This is allowing us to ensure our agents are constantly working toward target KPI's - thus making our 1:1 sessions more effective! We are currently working on expanding our teams accountability skills. As we are still considered a startup, we are trying to hold each agent much more accountable for their daily work flow, and veering away from the "lax" startup atmosphere. Review collected by and hosted on G2.com.