Today's contact center agents engage across digital, phone, email, and social channels,solving everything from technical issues to detailed product questions. When customers contact support, they have likely attempted to resolve their problems through other self-service channels, so the contact center is their final option. This is a high-stakes moment where organizations can create customer loyalty and identify broader problems to resolve. Medallia's Contact Center Experience transforms the contact center from a cost center into a strategic asset. Contact Center Experience empowers agents to deliver proactive service recovery, capture real-time feedback to enhance operations, and escalate recurring issues to the right teams for resolution. These solutions boost customer retention, enhance agent performance, reduce call volume, and ensure smoother, more personalized customer interactions.