{"id":3406,"date":"2022-07-29T14:48:28","date_gmt":"2022-07-29T20:48:28","guid":{"rendered":"https:\/\/members.solmar.com\/blog\/?p=3406"},"modified":"2022-07-29T17:46:14","modified_gmt":"2022-07-29T23:46:14","slug":"leveraging-our-call-center-agents-performance","status":"publish","type":"post","link":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/","title":{"rendered":"Leveraging our Call Center Agent\u2019s performance"},"content":{"rendered":"\n<p>We can\u2019t say this enough: At Solmar Hotels &amp; Resorts, our <strong>Members\u2019 satisfaction is our reason to be<\/strong>.<\/p>\n\n\n\n<p>Therefore, we have acquired <strong>Stella Connect<\/strong>, a powerful tool to deliver real-time feedback regarding our Member\u2019s experience through <strong>Solmar Call Center<\/strong>.<\/p>\n\n\n\n<p><strong>About Stella Connect&nbsp;<\/strong><\/p>\n\n\n\n<p>Headquartered in New York City, Stella Connect focuses on leveraging frontline agents\u2019 performance through a genuine connection with their customers. Receiving first-hand feedback inspires and helps teams create unique experiences.&nbsp;<\/p>\n\n\n\n<p>Stella Connect is the first platform that intertwines quality assurance with real-time feedback and coaching, giving leaders insight into call center performance that results in customer satisfaction.<\/p>\n\n\n\n<p class=\"has-text-align-left\">As <a href=\"https:\/\/members.solmar.com\/blog\/new-members-in-our-directive-team\/\"><span style=\"text-decoration: underline;\">Ricardo Martinez, Call Center Director<\/span><\/a>, emphasizes:<\/p>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\">\u201cWe believe that every agent from our staff is a high-value professional who plays a vital role in providing great Member experiences. With Stella Connect by Medallia, we will be able to receive immediate feedback towards our service, allowing us to detect every opportunity as it arouses and, ultimately, keep excelling.\u201d<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Please expect a satisfaction survey via email under the subject \u201cSolmar would love to know your opinion\u201d, after your call. Your comments and feedback are essential for us to keep improving. Thank you in advance!<\/strong><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/lh3.googleusercontent.com\/rHbvXK30Y3_9NykjdxwfsCZS7NYqyBBHZVf-__541M1qfmAe36u5u4YdzVE-TX8Kosx0ZoHPiY2teDjgPpNJOpoa4Gxoh9LHALcjNU-qfJCEELBiz4b5HNQDIqClC7jUJk36z4Z2N3Q3W_j3IcC4vCY\" alt=\"\" width=\"596\" height=\"707\"\/><\/figure><\/div>\n\n\n<p class=\"has-text-align-right\"><em>\u201cWe all need people who will give us feedback.<\/em><em><br><\/em><em>That\u2019s how we improve.\u201d <\/em><em><br><\/em><em>\u2014Bill Gates<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We can\u2019t say this enough: At Solmar Hotels &amp; Resorts, our Members\u2019 satisfaction is our reason to be. Therefore, we have acquired Stella Connect, a powerful tool to deliver real-time feedback regarding our Member\u2019s experience through Solmar Call Center. About Stella Connect&nbsp; Headquartered in New York City, Stella Connect focuses on leveraging frontline agents\u2019 performance through a genuine connection with their customers. Receiving first-hand feedback inspires and helps teams create unique experiences.&nbsp; Stella Connect is the first platform that intertwines quality assurance with real-time feedback and coaching, giving leaders insight into call center performance that results in customer satisfaction. As [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":3438,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[40],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.10 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog\" \/>\n<meta property=\"og:description\" content=\"We can\u2019t say this enough: At Solmar Hotels &amp; Resorts, our Members\u2019 satisfaction is our reason to be. Therefore, we have acquired Stella Connect, a powerful tool to deliver real-time feedback regarding our Member\u2019s experience through Solmar Call Center. About Stella Connect&nbsp; Headquartered in New York City, Stella Connect focuses on leveraging frontline agents\u2019 performance through a genuine connection with their customers. Receiving first-hand feedback inspires and helps teams create unique experiences.&nbsp; Stella Connect is the first platform that intertwines quality assurance with real-time feedback and coaching, giving leaders insight into call center performance that results in customer satisfaction. As [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\" \/>\n<meta property=\"og:site_name\" content=\"Solmar Members Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/SolmarResorts\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-07-29T20:48:28+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-07-29T23:46:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2022\/07\/Call-center-solmar.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"533\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"solmar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@SolmarResorts\" \/>\n<meta name=\"twitter:site\" content=\"@SolmarResorts\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"solmar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\"},\"author\":{\"name\":\"solmar\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/da172a8efb863fc052c159f7aec1368a\"},\"headline\":\"Leveraging our Call Center Agent\u2019s performance\",\"datePublished\":\"2022-07-29T20:48:28+00:00\",\"dateModified\":\"2022-07-29T23:46:14+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\"},\"wordCount\":219,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/#organization\"},\"articleSection\":[\"In the News\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\",\"url\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\",\"name\":\"Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog\",\"isPartOf\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/#website\"},\"datePublished\":\"2022-07-29T20:48:28+00:00\",\"dateModified\":\"2022-07-29T23:46:14+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/members.solmar.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Leveraging our Call Center Agent\u2019s performance\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#website\",\"url\":\"https:\/\/members.solmar.com\/blog\/\",\"name\":\"Solmar Members Blog\",\"description\":\"Grand Solmar Vacation Club\",\"publisher\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/members.solmar.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#organization\",\"name\":\"Grand Solmar Vacation Club\",\"url\":\"https:\/\/members.solmar.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2021\/05\/gsvc-logo.png\",\"contentUrl\":\"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2021\/05\/gsvc-logo.png\",\"width\":420,\"height\":341,\"caption\":\"Grand Solmar Vacation Club\"},\"image\":{\"@id\":\"https:\/\/members.solmar.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.instagram.com\/solmarhotelsandresorts\/\",\"https:\/\/www.youtube.com\/channel\/UCcU9s1a86sZPgQXUt3ebbjw\",\"https:\/\/www.facebook.com\/SolmarResorts\/\",\"https:\/\/twitter.com\/SolmarResorts\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/da172a8efb863fc052c159f7aec1368a\",\"name\":\"solmar\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/a022cc7da28ec96a156f65f91b4995d8?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/a022cc7da28ec96a156f65f91b4995d8?s=96&d=mm&r=g\",\"caption\":\"solmar\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/","og_locale":"en_US","og_type":"article","og_title":"Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog","og_description":"We can\u2019t say this enough: At Solmar Hotels &amp; Resorts, our Members\u2019 satisfaction is our reason to be. Therefore, we have acquired Stella Connect, a powerful tool to deliver real-time feedback regarding our Member\u2019s experience through Solmar Call Center. About Stella Connect&nbsp; Headquartered in New York City, Stella Connect focuses on leveraging frontline agents\u2019 performance through a genuine connection with their customers. Receiving first-hand feedback inspires and helps teams create unique experiences.&nbsp; Stella Connect is the first platform that intertwines quality assurance with real-time feedback and coaching, giving leaders insight into call center performance that results in customer satisfaction. As [&hellip;]","og_url":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/","og_site_name":"Solmar Members Blog","article_publisher":"https:\/\/www.facebook.com\/SolmarResorts\/","article_published_time":"2022-07-29T20:48:28+00:00","article_modified_time":"2022-07-29T23:46:14+00:00","og_image":[{"width":800,"height":533,"url":"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2022\/07\/Call-center-solmar.jpg","type":"image\/jpeg"}],"author":"solmar","twitter_card":"summary_large_image","twitter_creator":"@SolmarResorts","twitter_site":"@SolmarResorts","twitter_misc":{"Written by":"solmar","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#article","isPartOf":{"@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/"},"author":{"name":"solmar","@id":"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/da172a8efb863fc052c159f7aec1368a"},"headline":"Leveraging our Call Center Agent\u2019s performance","datePublished":"2022-07-29T20:48:28+00:00","dateModified":"2022-07-29T23:46:14+00:00","mainEntityOfPage":{"@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/"},"wordCount":219,"commentCount":0,"publisher":{"@id":"https:\/\/members.solmar.com\/blog\/#organization"},"articleSection":["In the News"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/","url":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/","name":"Leveraging our Call Center Agent\u2019s performance - Solmar Members Blog","isPartOf":{"@id":"https:\/\/members.solmar.com\/blog\/#website"},"datePublished":"2022-07-29T20:48:28+00:00","dateModified":"2022-07-29T23:46:14+00:00","breadcrumb":{"@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/members.solmar.com\/blog\/leveraging-our-call-center-agents-performance\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/members.solmar.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Leveraging our Call Center Agent\u2019s performance"}]},{"@type":"WebSite","@id":"https:\/\/members.solmar.com\/blog\/#website","url":"https:\/\/members.solmar.com\/blog\/","name":"Solmar Members Blog","description":"Grand Solmar Vacation Club","publisher":{"@id":"https:\/\/members.solmar.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/members.solmar.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/members.solmar.com\/blog\/#organization","name":"Grand Solmar Vacation Club","url":"https:\/\/members.solmar.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/members.solmar.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2021\/05\/gsvc-logo.png","contentUrl":"https:\/\/members.solmar.com\/blog\/wp-content\/uploads\/2021\/05\/gsvc-logo.png","width":420,"height":341,"caption":"Grand Solmar Vacation Club"},"image":{"@id":"https:\/\/members.solmar.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.instagram.com\/solmarhotelsandresorts\/","https:\/\/www.youtube.com\/channel\/UCcU9s1a86sZPgQXUt3ebbjw","https:\/\/www.facebook.com\/SolmarResorts\/","https:\/\/twitter.com\/SolmarResorts"]},{"@type":"Person","@id":"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/da172a8efb863fc052c159f7aec1368a","name":"solmar","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/members.solmar.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/a022cc7da28ec96a156f65f91b4995d8?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/a022cc7da28ec96a156f65f91b4995d8?s=96&d=mm&r=g","caption":"solmar"}}]}},"_links":{"self":[{"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/posts\/3406"}],"collection":[{"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/comments?post=3406"}],"version-history":[{"count":1,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/posts\/3406\/revisions"}],"predecessor-version":[{"id":3407,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/posts\/3406\/revisions\/3407"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/media\/3438"}],"wp:attachment":[{"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/media?parent=3406"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/categories?post=3406"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/members.solmar.com\/blog\/wp-json\/wp\/v2\/tags?post=3406"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}