Customer Driven Manager
Pulse Checks
Frequent, one-question surveys, providing insight into
how your employees are thinking and feeling.
- Schedule questions or administer ad hoc
- Leverage Proponisi’s Best Practice Bank
- Allow participants to answer anonymously
Leaderboards
- Gamify any KPI or metric (Sales, Attendance, Customer Feedback, # of Emails, Average Handle Time, Close %, etc.
- Generic or Attach Theme
- Award Points for Hitting Targets
- Require Registration
- Ask agents an “ice breaker” question (answers appear next to their name on the leaderboard)
- Award Bonus Points
Shout Outs
- Choose from a variety of animated achievements
- Include an encouraging message along with achievement
- Open and Public - appears on recent activity feed for all agents and supervisors
Milestones & Achievements
- Schedule questions or administer ad hoc
- Leverage Proponisi’s Best Practice Bank
- Allow participants to answer anonymously
If you ask, they will tell.
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.
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.
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.
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.
“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.”
Proponisi Courses
Micro-training modules created by Proponisi covering
Customer Service Principles.
- Best Practice Content (Sales, Professionalism, Empathy, Communication, Problem Solving etc.)
- Bite-Sized (2 to 4 minutes)
- Offered as an Elective or Automated
- Follow-Up Quizzes
Custom Course Builder
Create courses and quizzes to administer to employees.
- Multi-Media Friendly
- PDF, Word, Powerpoint, Video, Scorm, Audio
- Onboarding Curriculums
- Change Management
- Knowledge Base
- Reporting & Analytics
Newsflashes
Create and deliver urgent, time-sensitive information, to agent
dashboards
- Upload your own Content
- Tag for Future Agent Reference
- Attach Quiz or Statement of Acknowledgement
- Reporting & Analytics
Pop Quizzes
One-question quizzes testing product knowledge and policies.
- Ability to be timed or untimed
- Ability to be Automated or Scheduled Individually
- Top Rep Points and Achievements awarded for correct answers
- Followed by a Bonus Trivia Question (Optional)
Post-Contact Surveys
Gather real-time feedback from customers regarding
their customer service experiences.
- Automatically deliver surveys to customers via
- SMS
- IVR
- Measure Customer Satisfaction, First Call Resolution, Net Promoter Score, Customer Effort etc.
Reporting & Analytics
Understand and act on customer feedback via intuitive, rolebased dashboards.
- Access a variety of reports including Scorecards, NPS, Trend, Response Overview and Keyword Cloud.
- Create alerts for supervisors, leaders and agents based on score conditions
- Generate tag clouds based on trending words, by sentiment, by survey conditions (i.e promoters vs Detractors), by classifier (Employee vs Company directed comments), and by subclassifiers. (i.e. empathy, listening, professionalism, effort, policy, etc.)
Service Recovery
Automatically create and assign tickets for customer
follow-up after poor survey scores.
- Track and document resolution of customer issues
- Define Service Level Objectives and track entire workflow via ticketing reports
- Assign training and coaching to agents
Uncover the why behind the feedback.
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.
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.
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.”
Turn customer feedback into action.
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.
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.
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.
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.