Satmetrix

Question 1

What are KPI’s for Satmetrix

Answer 1

“CSAT

Customer Effort Score

Promoter Score (NPS)”

Question 2

What are buyer persona’s for Satmetrix

Answer 2

“VP of Customer Service

VP of CC

VP of Operations”

Question 3

What are business Challenges for Satmetrix

Answer 3

“Improve CSAT

Identify Blind Spots

Improve agent performance for better CX”

Question 4

What are key capabilities for Satmetrix

Answer 4

• Easy relationship surveys.
• Speaks to the whole journey with analytics.

Integrated agent workflows

Internal and external benchmarking comparisons

IVR integration and omnichannel

Question 5

What are disco Q’s for Satmetrix

Answer 5

“How measure & improve CX?

How improve agent performance based on feedback?”

Question 6

What are differentiators for Satmetrix

Answer 6

“Looks at customer feedback, the interactions of agent performance to improve

Uncovers blind spots for better cx and agent performance”

Question 7

What are Competitors for Satmetrix

Answer 7

Genesys / Medallia / Qualtrics / Verint / Clarabridge

Question 8

What are Success Stories for Satmetrix

Answer 8

NewDay - better understand areas of customer journey to improve / O-I - increase loyalty via acting on customer feedback