Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Dhari Khalid Alhathal
General Manager of Business and Customer Service
0
MEMBER
Selha Karabulut
Marketing Manager
38
EXECUTIVE MEMBER
Cansu Kizir
Product Owner - TOBi Chatbot
89
EXECUTIVE MEMBER
Aymen Ismail
Head of Customer Engagement Solutions
198

News : Holiday Inn Club Vacations Leverages Medallia to Improve Customer Support Scores

#contactcenterworld, @medallia

Pleasanton, CA, USA, Mar 8, 2023 - Medallia, Inc., a global provider in customer and employee experience, announced that Holiday Inn Club Vacations, a vacation ownership company, successfully leveraged Medallia to improve "Guest Love" scores for the brand’s customer support call center to their highest levels ever.

Holiday Inn Club Vacations (HICV) is a resort, real estate and travel company with a mission to be the most loved brand in family travel by delivering memorable vacation experiences. With a focus on creating an exceptional customer experience, the company uses "Guest Love" scores (the internal name for top-box experience scores) to understand how it can make customers happier.

As a best practice, HICV collaborates with Medallia on survey design to adjust their surveys on an ongoing capacity, ensuring they are capturing the deepest level of insights available. This often includes using Medallia A/B survey testing to quantify and evaluate the validity and reliability of questions, flow of the survey, and the impacts of different wording.

Medallia’s Agent Connect has helped HICV identify what behaviors separate top-performing agents and what customer behavior styles agents need to be skilled in handling. The team has incorporated these learnings into training modules that focus on soft skills, new hires, and onboarding. Agent Connect also provides coaching and training for agents in the contact center, making it easier to learn and improve.

"The insights we receive from Medallia have given us a much better understanding of what matters most to our owners, members, and guests. We are able to take action on this information immediately and that is what enables us to give our guests exactly what they want," said Nicole Myers, Vice President of Customer Experience. "Medallia allows us to capture and categorize feedback through different channels: surveys, online reviews, and social media interactions across the customer journey. We are excited to see that the actions taken based on our guests’ feedback are resulting in an exponential growth in satisfaction across the board."

"Leading organizations know how critical understanding their customers and guests' experience is to the success of the business," said Gabe Benavides, EVP, Global Sales and Marketing at Medallia. "In an industry built almost entirely on customer experience and loyalty, Holiday Inn Club Vacations has set themselves apart by their commitment to listening to their guests and continuing to take action to improve the customer experience."

#contactcenterworld, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Security Is A Human Need

Read today's tip or listen to it on podcast.

Published: Friday, March 10, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5917 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6166 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1128 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =