Medallia, the global leader in customer and employee experience, announced a new integration with its Contact Center Suite that makes it easy for companies to reward customer service agents. Stella Connect by Medallia, the company’s engagement and performance management solution for contact center agents, now offers a seamless integration with Snappy Gifts, an incentive rewards platform for sending employee gifts to celebrate holidays, work anniversaries, performance milestones, and birthdays.
“Times have changed, and agent recognition has too. Repetitive rewards and e-gift cards don’t make your customer service agents feel recognized. Instead we create gifting delight by combining a digital unwrapping experience with a highly curated catalog of gifts for agents to choose from”
Expanding upon the Medallia Contact Center Suite and Stella Connect’s range of agent engagement tools, the integration allows brands to launch a rewards program for their customer service agents directly within Stella Connect.
The combined offering makes it easy for customers who have a great experience with a customer service agent to provide feedback and vote for agents to receive a reward from their employer in recognition of their amazing performance immediately following a service interaction. Once an agent receives enough votes, their manager can enable the perk, allowing the agents to pick their preferred gift while Snappy takes care of the fulfillment and logistics. With just a few clicks, companies can show agents how much they appreciate their hard work, while increasing employee motivation and engagement.
“Times have changed, and agent recognition has too. Repetitive rewards and e-gift cards don’t make your customer service agents feel recognized. Instead we create gifting delight by combining a digital unwrapping experience with a highly curated catalog of gifts for agents to choose from,” said Jake Shinder, Head of Technology Partnerships, at Snappy Gifts. “Best of all, managers can spend less time managing manual fulfillment of rewards and more time celebrating their teams’ successes.”
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“When customers provide brands feedback about their exceptional experience, rewarding your employee with a recognition is a great way to boost your company’s culture and motivate agents to deliver exceptional customer experiences,” said Sarika Khanna, Medallia’s Chief Product Officer. “Partnerships with out-of-the-box integrations like Snappy Gifts provide our customers a robust ecosystem of pre-built solutions to choose from.”
Bringing together two great resources for motivating and incentivizing team members, this Stella Connect-Snappy Gifts integration will allow brands to:
- Let customers take an active role in rewarding and encouraging great customer service
- Let agents choose their reward without operational hassles
- Managers can fulfill gifts on demand from their Stella Connect account
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