A Holistic Approach to Contact Centers
We define, measure, and drive engagement with input from three vital voices.
Leadership
From adherence to soft skills, leadership is empowered to measure everything that matters to their operations.
Customers
We gather and analyze customer feedback and turn it into personalized coaching opportunities specific to each rep.
Team
Front-line employees challenge each other, actively participating in their own improvement, driving quality scores well beyond the benchmarks.
“I used to worry about all the team members who weren’t meeting standards. Now I look forward to seeing how many have far surpassed them.”
-Doug Johnson
Companies Increasing Performance with Purpose
Utilize The Power of Gamification
Top Rep
Our gamification module rewards short term and long term performance, encourages positive team interaction, and integrates mission-critical KPIs.
Simple tools for mutual feedback
Company
Pulse Checks
Pulse checks give team members at any level of your organization a voice and offer leadership insights into engagement by role, team, or more.
A Workforce That's Always Improving
Training
With dispersed workforces becoming the norm, a robust, digital-first training program is essential. Our training content is accessible and effective, built for agent-tailored automation.
Explore Proponisi's Platform and Features
Customer-Influenced Coaching
We capture VoC data through multiple existing channels and empower your coaches to use it (we also offer an integrated VoC platform if your existing solutions aren’t cutting it).
Keeps teams customer-focused
Informs agent and supervisor of agent’s strengths and weaknesses
Tailors surveys to agents’ performance goals
Makes sustained 1:1 coaching truly scalable
Our rigorous coaching system returns an
8-18%
reduction in operating costs
Non-Coaching Organizations experience
40%
Unresolved Callbacks
Easy Integration
Connecting Proponisi with your workforce management, CX, and other systems brings insights into one place for the whole team to share.
Check out our podcast: The Contact Center Coach
The Four-Minute Customer, by Proponisi founder and CEO, Michael J. Tamer, gets the contact center focus back to where it should be: on the people providing care.
An Informed Coach
The Four Minute Customer is a must for all levels of leadership in sales and service trying to take their organizations to the next level.
Rick Herrington, National Director of Technology, HNTB
Your people can provide better customer service, not because you demand more of them, but because they learn to expect more of themselves--showing you how they plan to raise the bar.