"We are so committed to customer experience that Stella Rating now represents 60% of our CSR balanced scorecard, and therefore our front-line associate bonus plan. When you can so closely align incentives with customer feedback, you dramatically improve the level of CSR engagement in CX, and you also create better …

"Stella Connect lets us deliver value to all key stakeholders. Our client can see how we’re performing throughout the day, our team leaders can manage our agents more effectively, and our agents are highly motivated through feedback and financial incentives. And, perhaps most important, all of this results in improved …