Contact Center: Post Interaction Feedback
About the App
|
Description |
Gathers customer feedback on the customer service experience immediately following a support call, and provides internal users with actionable insights to identify coaching opportunities, improve agent resolution skills, and elevate the overall quality of service. | |
|
Prerequisite |
Contact Center: Base | |
|
Intended Trigger |
Post contact center interaction with an agent. | |
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Hierarchy Unit |
Agent | |
|
Survey Forms |
1 |
Post Call Survey |
|
Survey Modes |
1 |
Feeded Web Survey via Medallia Best Practice Template HTML Email Invitation |
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Survey Designs |
1 | |
|
Available Pre-Configured Translations |
Survey Form & Email Invitation |
English, Spanish (Spain), Spanish (Mexico), French (France), French (Canada), German, Italian, Portuguese (Brazil), Japanese |
|
Reporting |
English, Spanish (Spain), French (France), French (Canada), German, Italian, Portuguese (Brazil), Japanese | |
|
Reporting Roles |
4 |
Admin, Insights, Head of Contact Center, Team Lead The Admin, Insights & Head of Contact Center roles are shared by all Contact Center Solutions included in this scope of work. |
|
Alerts |
3 |
Unresolved Issue, Low CSAT, Low Agent Satisfaction |
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Closed Loop Feedback Forms |
1 | |
|
Template Data Integrations |
1 |
• Invitation feed (up to 30 templated fields) |
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Automated Batch Exports |
1 |
Record-level |
App Supporting Materials
The following table provides quick access to all essential supporting materials for the Contact Center: Post Call Feedback BPP, including data design specifications, dummy data sets, survey and branding details, and translation files, available in Google Sheet, Excel, and PDF formats.
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Document Name |
Google Drive |
Excel |
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Contact Center Post Call - Survey and Branding Specification |
Contact Center Post Call - Survey and Branding Specification Google Drive |
Contact Center Post Call - Survey and Branding Specification Excel |
Contact Center Post Call - Survey and Branding Specification PDF |
|
Contact Center: Post Call - Dummy Data |
N/A | ||
| Contact Center Solutions - Playbook | Contact Center Solutions - Playbook Google Drive | N/A | Contact Center Solutions - Playbook PDF |
