Report

The Total Economic Impact™ Of Medallia Agent Connect

Medallia commissioned Forrester Consulting to assess the Total Economic Impact™ of Agent Connect and its impact on our customers’ contact center success. The study found that a composite organization based on interviewed customers experienced a three-year 325% ROI and improved its agent retention by up to 50%.

In this Forrester study, you’ll learn how the interviewed organizations reduced costs and increased agent efficiency with Medallia Agent Connect in these four ways:

  • More cost-effective and efficient creation of engagement data sets and reports
  • Improved QA efficiency by 20%, leaving QA supervisors with more time for 1:1 coaching
  • Shrunk agent attrition by up to 50%
  • Shortened the time needed to ramp up agents by 25%

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“Medallia Agent Connect helped us realize the value-add of QA for 1:1 coaching. Through the platform, we have a better understanding of what QA can be, and this has transformed the function within our company.”

— Director of customer experience, e-commerce

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