COPC Publishes Industry Insights Article on SATMAP August 2014
WASHINGTON, Aug. 14, 2014 /PRNewswire/ - SATMAP Inc., the world leader in real time analytics-assisted personality matching for contact centers today announced an executive appointment that will strengthen the company's capabilities in financial services.
David E. Kroner was appointed Managing Director, Financial Services, bringing extensive experience in delivering world-class customer satisfaction, innovative products and deep partner relationships that drive financial services business growth. In more than 15 years at American Express, David built numerous successful new products and marketing programs through insightful research, targeting, data analysis and optimization. In joining SATMAP, David said, "I'm thrilled about deepening the presence of SATMAP's cutting-edge capabilities in the financial services industry. Companies must compete on the basis of customer satisfaction. SATMAP's personality-matching artificial intelligence significantly upgrades customer experience while also driving core financial results. SATMAP is a 'must-have' for the next generation financial services company".
"David has the necessary leadership experience and strategic understanding of financial services operations that will deepen our transformational capabilities in this sector," said Zia Chishti, President and CEO, SATMAP Inc. "I have great confidence that David will further develop SATMAP`s history of creating successful partnership solutions to deliver immediate returns and build long term value for our clients and shareholders".
Before joining SATMAP, David served as Senior Vice President and General Manager, Proprietary Card Product Management, American Express Company where he oversaw their flagship U.S. consumer charge and credit card products, delivering record customer satisfaction scores and increased profitability. David earlier spent three years as the General Manager, Card Services & Insurance where he led digital and traditional marketing, product management and development as well as the operations of Amex Assurance Company. Previous to that position, David led American Express's rewards and co-brand business development team where he earned four patents pending for rewards program innovations and established co-brand partnerships with many well-known financial services brands. Prior to American Express, David worked at JPMorgan Chase & Company. David is a graduate of the Wharton School of the University of Pennsylvania and holds a MBA from Stanford University Graduate School of Business.
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COPC Publishes Industry Insights Article on SATMAP July 2014
In the July 2014 COPC Newsletter, Kathleen Jezierski, COO, says, “[SATMAP] is a very interesting, evolving and innovative approach to call routing that matches customer and contact center agent personalities to optimize the customer experience. This new technology turns our assumption that all agents on a particular program need to possess the same qualities on its ear.” Download Article
News Release: SATMAP Issues New White Paper April 2014
SATMAP Inc.™, the world's only real time personality matching technology for contact centers, today released its white paper: 'Personality Matching and Analytics Assisted Call Pairing for Contact Centers'. The paper addresses how SATMAP uses psychographic and demographic data to pair callers to agents based on an optimal personality fit assessment. These optimized caller and agent pairings drive better customer rapport and meaningfully improve call outcomes. SATMAP's unique 'big data' solution can be used to accomplish core call center goals such as reduced costs, increased sales and improved customer satisfaction.
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SATMAP Expands Connections for Leading Satellite TV Provider April 2014
One of the world’s biggest satellite television providers is expanding its use of SATMAP’s intelligent data analytics and pattern recognition technology in its American call centers.
SATMAP first began this deployment in January of 2013, seamlessly optimizing caller and agent pairings in real time for 300 agents in the customer retention teams. One year later, the client has requested SATMAP expand to an additional 400 agents in its U.S. operations. With almost 20 million customers in the U.S., this client is one of the world’s leading providers of digital television entertainment services delivering a premium video experience through state of the art technology, programming and industry-leading customer service. This new expansion will continue to focus SATMAP on optimizing the customer-agent interactions in support of the company’s retention objectives.
Using the power of personality, SATMAP pairs customers with agents most likely to resolve their call, enabling agents to better connect with their customers and leading enterprises to meaningfully improve call outcomes.
Need a refresher? So did we! August 2013
After five years, over 450 million customer interactions, and clients on 6 continents, it was time to freshen up.
SATMAP, the only personality matching technology to enhance business performance in contact centers, has a new look but our personality hasn't changed. Like our technology, our commitment to enhancing interactions and our clients’ business performance is only getting better.
Where have we been?
SATMAP has delivered results in more than 60 contact centers for clients like Sprint, Barclays, Dell, & Caesars. We've partnered with 14 different BPOs from Atelka to Zedd. And, along the way, with the help of our clients and partners, we received the 2012 American Express Technology Innovation Award and Cisco Silver Partner Certification.
Where are we going?
Full speed ahead. As SATMAP grows, we will continue to help your business reach target metrics: increased revenues and collections, reduced costs, and enhanced customer experiences. As always, our patented performance benchmarking process lets you know exactly how—together—we deliver the right results.
Contact us to find out how we can enhance your contact center estate.