Case Study: Williams-Sonoma achieves cost savings, 50%+ NPS improvement and faster service recovery with Medallia Agent Connect

How Williams-Sonoma Drives Cost Savings and Powers Service Recovery Across its Contact Center

Williams‑Sonoma partnered with Stella Connect to solve a common contact-center challenge: how to measure and improve front‑line performance at scale while making a business case for reallocating QA resources. Early tests generated a 35% response rate and showed Stella Connect could provide more representative, agent‑level visibility than traditional QA, enabling the company to free QA staff for service recovery and drive cost savings.

WSI rolled out Stella Connect with manager training to use real‑time feedback for micro‑coaching, NPS tracking, and targeted service recovery. The program produced immediate gains—average star ratings rose, NPS improved by more than 50%, service‑recovery follow‑ups returned ratings 4x higher than initial feedback, and the contact center saw lower attrition and fewer inquiries—delivering measurable ROI and prompting expansion into delivery and retail touchpoints.

Williams-Sonoma

Craig Barnes

Senior Vice President, Customer Care