Customer Driven Manager

What we do
A holistic approach to contact centers
side view photo

Ask

If you ask, they will tell.

photo of office

Analyze

Uncover the why behind the feedback

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Act

Turn customer feedback into action.

What we do
A holistic approach to contact centers
side view photo

Ask

If you ask, they will tell.

photo of office

Analyze

Uncover the why behind the feedback

closeup photo of

Act

Turn customer feedback into action.

Employee Engagement
CDM

Pulse Checks

Frequent, one-question surveys, providing insight into
how your employees are thinking and feeling.

NPS

Leaderboards

Leaderboards focused on key KPI’s.
customer satisfaction colored
Thumbs Up
Thumbs Upfrom Sammy Supervisor
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Great work today, you are awesome!
Team Player
Team Playerfrom Larry Lead
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Thank you for always being there for the team & making sure everyone is on track!
Shine Bright Light a Diamond
Shine Bright Light a Diamondfrom Sarah Supervisor
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You always go above and beyond for the cardholder and you are very patient. Keep up the amazing work!
Yahoo for You!
Yahoo for You!from Sammy Supervisor
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AMAZING 100% QA score!!!!!
CDM

Shout Outs

Recognition tool for employees and supervisors to recognize their peers.
NPS

Milestones & Achievements

Frequent, one-question surveys, providing insight into how your employees are thinking and feeling.
achievement graphic colored

If you ask, they will tell.

CDM

Post-contact Surveys

Gathering feedback from customers after they engage with your contact center is a no brainer. If you don’t, you are missing out on a valuable opportunity to gain a fresh, credible perspective on the customer experience your organization provides.

CDM can collect customer experience feedback via email, text message, and IVR surveys. Designed to improve response rates, CDM surveys can be sent immediately after the interaction and customized to match the look and feel of your brand.

NPS

Metrics That Matter

Whatever metrics are important to your organization – Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), Customer Effort (CES), or Agent Soft skills – we are able to gather feedback from your customers dynamically.

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CDM

One-to-one Scalability

Every agent is different. Every customer is different. Every transaction is different. Why does every survey have to look the same?

With CDM you can customize email, IVR, and SMS surveys to focus on individual gaps for each unique agent, whether 1 or 10,000. This allows contact leadership to pinpoint and drive improvement one agent at a time. Customers can also be engaged to specifically coach and encourage employees in their areas of focus.

CDM engagement surveys

Voice Of The Agent

Asking agents for their feedback lets them know their opinions are valued and sheds light on opportunities for improving engagement in your contact center. Not to mention, frontline agents are the first to know what your customers really think about your product and services.

Uncover key drivers of agent engagement and business insights with CDM’s engagement surveys. Fully customizable, CDM engagement surveys can be triggered ad hoc, or scheduled on a daily, weekly, monthly or yearly basis. Create your own questions or leverage CDM’s bank of best practice questions.

pulse check my


“The ability to connect effectively with our customers and easily receive quality feedback has changed the way we do business here tremendously for the better.”

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Training & Coaching
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CDM

Proponisi Courses

Micro-training modules created by Proponisi covering
Customer Service Principles.

NPS

Custom Course Builder

Create courses and quizzes to administer to employees.

course builder applications
CDM

Newsflashes

Create and deliver urgent, time-sensitive information, to agent
dashboards

NPS

Pop Quizzes

One-question quizzes testing product knowledge and policies.

pop quiz screenshot
Voice of the Customer
CDM

Post-Contact Surveys

Gather real-time feedback from customers regarding
their customer service experiences.

NPS

Reporting & Analytics

Understand and act on customer feedback via intuitive, rolebased dashboards.

reporting and analytics
CDM

Service Recovery

Automatically create and assign tickets for customer
follow-up after poor survey scores.

Uncover the why behind the feedback.

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CDM

Text Analytics

Zero in on what matters most to customers by drilling down into customer scores and comments to surface important keywords and trends.
Utilizing sentiment and text analytics, CDM helps you understand your customer’s needs, wants, and pain points and how they view your products and services.

graphically-based interface

Role-based Reporting

With CDM, each user see’s what is relevant to them based on customizable permissions stemming from your organizational chart.

Proponisi’s intuitive and graphically-based interface makes it easier for every user across your organization to understand and act on feedback.

CDM

Bring It All Together

CDM synchronizes the voice of your customers with other key contact center drivers such as Adherence, Talk Time, and Quality Monitoring to drive decisions for agent performance.

This includes decisions on training type, frequency, and access. With CDM, the contact center is able to capture customer verbatims that are significant to the company while also pursuing gaps in agent performance that could be tied to knowledge, soft skills or simply the motivation to show up on time and ready to work. 

“Thousands of our wonderful NTTA customers are coaching, encouraging, and advising our world class team of employees each month. The results are stunning.”

ntta north texas

Turn customer feedback into action.

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real-time alerts

Loop In The Right Players

CDM shares the relevant insights to the relevant stakeholders within your organization.

Utilizing real-time alerts, your teams inside and outside the contact center will have exactly what they need to accelerate change across your business.

closed loop ticketing

Rescue & Recover

Excellent customer service requires fast follow-up. If things go south, it is imperative to recover at-risk customers and activate promoters.

CDM’s closed loop ticketing lets you follow up on every customer interaction and automatically create and assign tickets from any type of survey response.

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easily create & distribute quizzes

Coaching & Training

CDM utilizes feedback from customers to identify coaching opportunities and automatically delivers agent specific training, coaching, GIF tips and motivation to drive retention and performance. CDM automatically assigns agent specific training, coaching, motivation and connectivity expressly made for the frontline rep.

Leverage Proponisi’s training content or upload your own. Once your employees have completed the online training modules, CDM allows you to easily create & distribute quizzes to your employees to ensure they are absorbing the subject matter.

closed loop ticketing

Top Rep Engagement

Let’s face it – the job of a contact center agent is stressful, monotonous and often overwhelming. No wonder turnover is so high. Agents who are engaged stick around longer, deliver great customer experiences, and ultimately drive revenue for your business.

Tackle burnout with CDM’s Top Rep Gamification module. With a focus on connectivity, performance, accomplishments and personal growth – Top Rep is equipped with mini contests, badges, and belts built around customer experience survey responses, KPI’s and agent’s daily tasks. It translates the KPI’s of the C-Suite and Company goals directly to the frontline in their personal format.

Our plan is for you to love us too. We strive to deliver superior service and support.