NPM

Question 1

What are NPM KPI’s

Answer 1

Employee retention rate

Customer satisfaction

Operational Performance

Increase Sale / Revenue

Question 2

What are NPM’s buyer persona’s

Answer 2

VP & Director of CC/Operations

Question 3

What are NPM’s Business Challenges

Answer 3

“Visibility into the performance of employees

Knowing where and what to coach the employees

Understanding what behaviors drives the KPI’s”

Question 4

What are the Key Capabilities of NPM

Answer 4

“•Coaching programs.

• Granular information you can get with all interactions or non-interaction
• Reporting and visualizations.”

Question 5

What are Disco Q’s for NPM

Answer 5

How do you coach today?

How do you measure how your coaching is working

How do the supervisors know who needs more attention

How do you view your interaction data and operational data

Question 6

What are NPM’s Key Differentiators

Answer 6

“Gives specific reasons to why goals not being met

Personalized programs to help agents meet their goals”

Question 7

What are NPM’s Competitors

Answer 7

Verint / BI Tools

Question 8

What is a NPM success story

Answer 8

“American Airlines - didn’t have 1 place for all performance data -

lowered AHT

Onboarding time cut by months”