Increased revenue, call center productivity, and agent performance
Increased revenue, call center productivity, and agent performance
3 PagesChoice Hotels, a hospitality leader managing seven call centers with up to 1,500 peak-season agents, sought to enhance automation and capture guest voice more effectively. Medallia Agent Connect and TA software empowered this by delivering real-time trending issue detection, boosting call center productivity and agent performance. Results included over 1 million feedback pieces processed, customer experience ratings rising from 4.5 to 4.7/5 stars, and 7-figure annual revenue gains for franchise owners through improved experiences. Senior Director Jason Coats credits this combination for actionable insights that drive business impact.
