In the world of customer service, first-hand data from customers on how they feel about a brand is a gold mine. But, not all feedback is created equal. Often, feedback solutions provide metrics that are too vague, generic, and - ultimately - not actionable for your team.

To really help your agents meet customer expectations, deliver great experiences, and stay motivated to bring their A-game to each interaction, humanized feedback is the future.

Stella Connect by Medallia’s Justin Cruz sat down with CCW senior analyst Sandy Ko for a deep-dive into why humanized customer feedback solutions are must-haves for modern contact center success, and how to use agent-level customer feedback to drive business growth.