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The real-time feedback and coaching platform that turns contact centers into 'experience hubs'.
Captures agent-level customer feedback in real-time across phone, email, and chat. Provides a transparent leaderboard to motivate agents with 'kudos' and rewards. Automates the QA process by selecting high-impact interactions for review. Includes built-in coaching tools for 1:1 sessions and performance tracking. Integrates feedback data into CRM profiles to provide a 360-degree view of the customer.
Authenticity: Feedback comes directly from the customer, making it more actionable and fair for agents. Speed: Moves from monthly reviews to daily micro-coaching, allowing for rapid performance improvement. Retention: Empowering agents with positive recognition significantly lowers industry-high turnover rates. Fidelity: Reaches response rates 5-10x higher than traditional NPS surveys.
Category: Business & Operations
Team Size: 51-200
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Stella Connect (now Medallia Agent Connect) is a leading performance management platform designed for frontline customer service teams. It replaces traditional, slow quality assurance processes with real-time customer feedback and integrated coaching workflows. By allowing customers to rate agents immediately after an interaction and suggest rewards, Stella Connect boosts agent engagement, reduces turnover, and improves the overall customer experience.
Founded in 2010 by Jordy Leiser and John Ernsberger in New York (originally as StellaService). Jordy and John realized that while companies tracked delivery speed, they had no visibility into the *human* quality of support. They built Stella Connect to give frontline workers the visibility and recognition they deserve, leading to its acquisition by Medallia.