M&S Drives Team Engagement With Stella Connect
Marks & Spencer (M&S) is an international, multi-channel retailer that was founded in 1884. The company sells high quality, great value products to more than 33 million customers each year through its ecommerce site and 852 physical stores. The company is committed to providing an outstanding experience for both customers and employees, and uses Stella Connect within its contact centre to help deliver on this promise.
With Stella Connect, every time a customer contacts M&S through its contact centre, they are sent a feedback request. Through these feedback requests, the customer can rate the quality of their interaction, leave comments, and even suggest rewards for a job well done.
Customer feedback flows in real-time into dashboards, which help to boost morale across the contact centre. Managers can access feedback at an individual or team level giving them a new level of visibility into employee performance.
Sample graphics, not actual company data