Medallia for Contact Centers6 Best Practices for Success
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Contact Center Mission
Provide consistent and differentiatedservice, at a lower price, while creating an affinity to the brand.
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Improve training, coaching, and agent performance
Reduce costs to serve
Reduce customer and employee churn
Increase revenues
Top Challenges Contact Centers Face
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How to Reduce Costs AND Enhance Experiences
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6 Practices to Success
#1- Build a Solid Foundation with Effective Program Design
Achieve Goals with a Differentiated CX
#2 - Drive Feedback to Frontlines
#3 - Engage with Customers
#4 - Build High-Performing Teams
#5 - Fix Systematic Issues
#6 - Drive adoption & Engagement
Agents manage their performance through
real-time VOC
AGENTS
Leaders coach and train individuals and teams
effectively
TEAM LEADS, SUPERVISOR, MANAGERS
Teams close the loop with customers
consistently
TEAM LEADS, SUPERVISORS (OR
CENTRALIZED TEAM)
Upstream issues are identified, quantified
and resolved
INSIGHTS, OPERATIONS,
GOVERNANCE TEAM
Opportunities are prioritized and impacts
are assessed
EXECUTIVES & LEADERSHIP
Effective Program Design
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Create One Version of the TruthReliable
Organization-wide acceptance of the data
ComprehensiveFocus on experience, coaching, training to drive business and
operational performance
ComparableAcross channel, market,
business, product, journey, team, etc.
RelevantCapture and Recover at the
key moment(s) of the journey
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Begin with the End in MindBusiness Goals
Primary Metric(s)Examples:• Decrease Churn/
Increase Retention• Reduce Operational
Expenses• Increase Revenue
Brand vs. Experience:• Overall Satisfaction• Likelihood to
Recommend/NPS®• Agent Satisfaction • Customer Effort Score
Drivers
Problems
CommentsSegmentation
Channels
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Best Practice Design
SMART SAMPLINGRepresentative feedback
DATA COLLECTION METHODS OPTIONS:
Increase response rates & eliminate gaming
OPTIMIZED SUBJECT LINES
Improve click-through rates
MOBILE OPTIMIZED SURVEYS
Prioritize key metricsGet actionable VOC data
Reflect your brand
MULTI VS SINGLE AGENT INTERACTIONS
Drive coaching effectiveness & ownership
QUICK START INVITEPrioritize your key metric
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Democratize the Data
AGENTTrack performance
TEAM LEADClose-the-loop & coach
MANAGERMonitor team performance
INSIGHTSIdentify & Prioritize root causes
EXECUTIVEAssess overall performance
CENTRAL TEAMClose-the-loop centrally
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6 Practices to Success
#2 - Drive Feedback to Frontlines
#3 - Engage with Customers
#4 - Build High-Performing Teams
#5 - Fix Systematic Issues
#6 - Drive adoption & Engagement
Empower Agents to:Self-Coach
Track Progress to Goals
Achieve Goals with a Differentiated CX
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6 Practices to Success
#3 - Engage with Customers
#5 - Fix Systematic Issues
#6 - Drive adoption & Engagement
Enable Team Leads & Supervisors to:• Consistently “Close the loop” with customers• Coach Teams and Agents Effectively• Prioritize Improvement Areas & Training initiatives
Achieve Goals with a Differentiated CX
#2 - Drive Feedback to Frontlines
#4 - Build High-Performing Teams
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• Where do we begin?
• How do you create consistency?
• What are the most important things to train?
• How do we measure success?
• Who makes the callbacks?
Installing Close Loop Feedback
Corporate Initiatives
Front LineActivation
OUTER LOOP
INNER LOOP
Team Huddles
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Proven Closed-Loop Workflows
DISTRIBUTED CLFRoute alerts to the frontline
(when you’re ready)
ALERT TYPESUse alerts to drive action
ALERT WORKFLOWSNotify, escalate, and share
RAPID RESPONSE TEMPLATES
Consistent, timely follow-up
CASE MANAGEMENTTrack root causes and
actions taken
EMPLOYEE IDEASCrowdsource ideas from
employees
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6 Practices to Success
#5 - Fix Systematic Issues
Design and functionality that fuels viralityand adoption
CX and Operational Teams:• Upstream issues are
identified, quantified and resolved
Achieve Goals with a Differentiated CX
#2 - Drive Feedback to Frontlines
#4 - Build High-Performing Teams
#3 - Engage with Customers
#4 - Build High-Performing Teams
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• Identify common customer pain points that matter the most
• Fix broken processes and create operational efficiencies by identifying root cause
• Identifying emerging customer preferences, continuously innovate and test
Closed Loop System: Mobilize Everyone
Corporate Initiatives
Front LineActivation
OUTER LOOP
INNER LOOP
Team Huddles
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$2BNIncrease in
transactional volume
50%Decrease in pain
points (over 40MM fewer issues)
Systematic fixing of issues to drive business-wide improvements
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.-Ellie Diaz, Vice President of Customer Engagement
Since partnering with Medallia…we drove $2 billion in additional payment volume, as well as helped to enhance over 90 million customer experiences.
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6 Practices to Success
#6 - Drive adoption & Engagement
Achieve Goals with a Differentiated CX
#2 - Drive Feedback to Frontlines
#5 - Fix Systematic
Issues
#3 - Engage with Customers
#4 - Build High-Performing Teams
Leaders coach and train individuals and teams
effectively
Teams close the loop with customers
consistently • Drive Adoption• Prioritize opportunities• Innovate continuously
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Medallia Customers
Are engaged at the frontline
SOURCE: MEDALLIA ANALYSIS
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• Set up the right program team
• Align a governance model for the program across the organization
• Provide training to front-line users – especially closed-loop “soft-skills” training
• Plan for extensive communication & reinforcement
• Plan for evolving level of impact: early wins through transformation
• Plan to track financial impact
Key Checklist
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Recommended Roll-Out Approach
• Provide all levels of management with training videos
• Familiarize users with their role-based dashboards
• Practice closing the loop
• Adjust cadence for closing the loop
• Adjust cadence for 1:1 coaching and praise
• Increase response volume
• Re-adjust CLP as you learn
• Expand program to other channels
• Incorporate Medalliainto alignment for each team
• Have coaching sessions using dashboards and verbatims from Medallia
• Use Medallia verbatim to praise one staff member from each team
• Log into Medallia 3 times per week
• Close the loop with 1 customer per day
• Check alerts daily
Learn Use Share Scale Optimize
Phased Roll-Out Process
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