Case Study: CARiD boosts agent engagement and performance visibility with Medallia Agent Connect

CARiD Creates a More Engaged Workforce with Stella Connect

CARiD, an online retailer of brand-name automotive parts and accessories, wanted to sustain a modern, learning-focused work atmosphere and keep its sales and service team motivated to deliver best-in-class customer experiences. The challenge was to boost frontline engagement and give managers a practical way to measure and improve individual performance across a large, open-plan contact center.

CARiD implemented Stella Connect leaderboards on office monitors and used continuous customer feedback and dashboards to gamify performance and surface coaching opportunities. The change drove visible friendly competition and more team interaction, while giving managers actionable QA data; over the measured period Stella Connect collected 29,413 feedback requests with a 43% response rate, a 4.6 average star rating, 62% rewards granted and 66% comments left.

Carid

Ryan Gronlie

Customer Service Manager