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(min-width:40em){.featurecontent-module--content--a1e05{padding-inline:80px}}.featurecontent-module--content--active--162aa{opacity:1;pointer-events:auto;transform:translateX(0)}.featurecontent-module--title--7686a{font-size:20px;font-weight:700}.featurecontent-module--subtitle--42936{font-size:14px;margin-top:16px}.featurecontent-module--feature-section--3da2c{display:flex;flex-direction:column;gap:12px;margin-top:16px}.subnav-module--container--ccc63{height:100%;position:relative}.subnavitem-module--item--7c8fb{width:100%}.megamenuv2item-module--button--7825b{margin:0;padding:0;width:100%}.megamenuv2item-module--mega-menu-v2--e12b3{background-color:var(--color-white);display:flex;flex-direction:column;height:100%;left:0;opacity:0;padding-top:30px;pointer-events:none;position:absolute;top:0;transform:translateX(10%);transition:opacity .15s ease 0s,transform .15s ease 0s;width:100%;z-index:1}.megamenuv2item-module--mega-menu-v2--active--10aef{opacity:1;pointer-events:auto;transform:translateX(0)}.megamenuv2item-module--body--8968d{height:100%;position:relative}.megamenucompactitem-module--container--f572f{overflow:hidden;width:100%}.megamenucompactitem-module--button--64598{align-items:center;background-color:var(--color-white);border:none;display:flex;justify-content:space-between;margin:0;outline:none;padding:0;width:100%}.megamenucompactitem-module--list-items--36478{box-sizing:border-box;height:0;overflow:hidden;transition:height .2s linear 0s}.megamenucompactitem-module--list-items--expanded--9916d{overflow:visible}.megamenucompactitem-module--list-container--fc764{display:flex;flex-direction:column;gap:20px;padding-block-end:16px}.megamenucompactitem-module--list-title--5c103{border-block-end:1px solid #dbdbdb;color:#000;font-size:20px;font-weight:600;line-height:20px;margin-block-end:16px;margin-inline:32px 16px;padding-block-end:16px}@media 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#dbdbdb}.mobile-module--container--122da{align-items:center;display:flex;gap:24px;justify-content:space-between;padding:16px}.mobile-module--container--shadow--c74b2{box-shadow:0 4px 10px 0 rgba(0,0,0,.1)}@media screen and (min-width:40em){.mobile-module--container--122da{padding:30px 80px}}.mobile-module--wrapper--5445a{background-color:var(--color-white);display:block;width:100%}@media screen and (min-width:1250px){.mobile-module--wrapper--5445a{display:none}}.mobile-module--menu-button--28ff7{align-items:center;background:none;border:none;display:flex;height:30px;justify-content:center;padding:0;width:30px}.mobile-module--icon--08578{flex-shrink:0;width:16px}.mobile-module--cta-section--dba53{align-items:center;display:flex;gap:10px}.mobile-module--main-logo-container--4fadd{flex:"0 1 auto" 1}.styles-module--circle--670bc{border-radius:50%;display:block;flex:0 0 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Metrics to Track in 2023 | Sprinklr</title><link data-react-helmet="true" rel="canonical" href="https://www.sprinklr.com/cxm/customer-service-metrics/"/><link data-react-helmet="true" rel="alternate" href="https://www.sprinklr.com/cxm/customer-service-metrics/" hrefLang="x-default"/><link data-react-helmet="true" rel="alternate" href="https://www.sprinklr.com/cxm/customer-service-metrics/" hrefLang="en-us"/><noscript data-react-helmet="true"><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-WKNHCN" height="0" width="0" style={{ display: 'none', visibility: 'hidden' }} ></iframe></noscript><script data-react-helmet="true">function gtag(){dataLayer.push(arguments)}window.dataLayer=window.dataLayer||[],gtag("consent","default",{ad_storage:"denied",analytics_storage:"denied",wait_for_update:500}),gtag("set","ads_data_redaction",!0);</script><script data-react-helmet="true">window.spr_algolia = { app_id: "INA5VWBD53", search_key: "cc01555f06a1388e141184fcc51f66c5", 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","author":{"@type":"Person","name":"Pradeep Vasudev"},"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2023-09-05T00:00:00.000Z"}</script><script data-react-helmet="true" type="application/ld+json">{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is the #1 client service metric you monitor daily? ","acceptedAnswer":{"@type":"Answer","text":"<p>The most important client service metric that needs to be monitored daily is the <a href=\"https://www.sprinklr.com/cxm/customer-satisfaction/\"><u>customer satisfaction score</u></a> (CSAT). CSAT serves as a holistic indicator of your customer service quality, and monitoring this as frequently as possible helps you stay updated with how customers feel about your brand and their interactions with you. 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12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.36 10.36 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42s2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123m0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.86 4.86 0 0 1-.315-2.99 5.1 5.1 0 0 1 1.517-2.65 5.7 5.7 0 0 1 2.839-1.417 5.9 5.9 0 0 1 3.203.295 5.5 5.5 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Voice</span></div></a><a href="/products/customer-service/social-media-channels/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/products/customer-service/livechat/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Live Chat Support</span></div></a><a href="/products/customer-service/community-forum/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Communities</span></div></a><a href="/products/customer-service/conversational-ai/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational AI Platform</span></div></a><a href="/products/customer-service/conversational-ivr/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational IVR</span></div></a><a href="/products/customer-service/knowledge-base/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788s8.435 18.869 18.83 18.869c10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901m0 7.263c2.609 0 4.713 2.127 4.713 4.722s-2.122 4.721-4.712 4.721-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722m0 23.23a12.75 12.75 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.36 8.36 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785zM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.4 5.4 0 0 0-5.396-5.407 5.4 5.4 0 0 0-5.396 5.407 5.4 5.4 0 0 0 5.396 5.407"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269M44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.4 5.4 0 0 0 44.607 0a5.4 5.4 0 0 0-5.396 5.406 5.4 5.4 0 0 0 5.396 5.407"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.28 1.28 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653s8.843 19.653 19.74 19.653c10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0m0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4s-4.94-2.215-4.94-4.918 2.225-4.917 4.94-4.917m0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0m-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14s2.317-5.14 5.163-5.14 5.163 2.307 5.163 5.14-2.318 5.14-5.163 5.14M31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29M39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a class="css-15szwfb" href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a href="https://developer.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel &amp; Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/" data-hydration="false" class="css-15szwfb"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/" data-hydration="false" class="css-15szwfb"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a class="css-15szwfb" href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a href="https://community.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a class="css-15szwfb" href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a class="css-15szwfb" href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a href="https://investors.sprinklr.com/" class="css-1kjd7d1"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a class="css-15szwfb" href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security &amp; Data Privacy</span></div></a><a class="css-15szwfb" href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button><button class="spr-btn rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a class="css-15szwfb" href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a class="css-15szwfb" href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a class="css-15szwfb" href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a class="css-15szwfb" href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a class="css-15szwfb" href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks &amp; Reports</span></div></a><a class="css-15szwfb" href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events &amp; Webinars</span></div></a><a href="/blog/" data-hydration="false" class="css-15szwfb"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a class="css-15szwfb" href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified-CXM Guide</span></div></a><a class="css-15szwfb" href="/forbes-influential-cmos-2024/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Forbes Influential CMO 2024</span></div></a></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a class="css-15szwfb" href="/services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Services</span></div></a><a class="css-15szwfb" href="/sprinklr-training/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Training</span></div></a><a class="css-15szwfb" href="/agency/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">For Agencies</span></div></a></div></div></div><div class="col-start-1 col-span-1 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.css-o89ftt{--theme-ui-colors-text:#fff;--theme-ui-colors-background:#1F1F1F;--theme-ui-colors-pageType:#fff;}</style><div data-themeui-nested-provider="true" class="css-o89ftt"><style data-emotion="css 1r6lwt1">.css-1r6lwt1{box-sizing:border-box;margin:0;min-width:0;}.css-1r6lwt1:nth-child(1)>:nth-child(1):is(h2){margin-top:0;}</style><div class="css-1r6lwt1"><style data-emotion="css 1a4vzp3">.css-1a4vzp3{width:100%;background-color:#F9F9F9;border-bottom:12px solid;border-color:var(--theme-ui-colors-primary);border-radius:10px;padding:32px;padding-block:24px 40px;}</style><style data-emotion="css ohsc63">.css-ohsc63{box-sizing:border-box;margin:0;min-width:0;width:100%;background-color:#F9F9F9;border-bottom:12px solid;border-color:var(--theme-ui-colors-primary);border-radius:10px;padding:32px;padding-block:24px 40px;}</style><div class="css-ohsc63"><style data-emotion="css 1fhwqte">.css-1fhwqte{font-style:normal;font-weight:700;font-size:24px;line-height:145%;margin-bottom:40px;}@media screen and (min-width: 40em){.css-1fhwqte{font-size:30px;}}</style><style data-emotion="css 118rq05">.css-118rq05{box-sizing:border-box;margin:0;min-width:0;font-style:normal;font-weight:700;font-size:24px;line-height:145%;margin-bottom:40px;}@media screen and (min-width: 40em){.css-118rq05{font-size:30px;}}</style><span class="css-118rq05">Table of Contents</span><style data-emotion="css euomfx">.css-euomfx{margin:0;padding:0;padding-left:1em;}</style><ul class="css-euomfx"><style data-emotion="css 6fty1j">.css-6fty1j{-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-text);font-style:normal;font-weight:500;font-size:16px;line-height:145%;}@media screen and (min-width: 40em){.css-6fty1j{font-size:18px;}}</style><style data-emotion="css isg4i5">.css-isg4i5{box-sizing:border-box;margin:0;min-width:0;color:var(--theme-ui-colors-primary);font-weight:700;-webkit-text-decoration:underline;text-decoration:underline;-webkit-transition:.2s color;transition:.2s color;-webkit-text-decoration:none;text-decoration:none;color:var(--theme-ui-colors-text);font-style:normal;font-weight:500;font-size:16px;line-height:145%;}.css-isg4i5:hover{-webkit-transition:.2s color;transition:.2s color;color:var(--theme-ui-colors-secondary);}@media screen and (min-width: 40em){.css-isg4i5{font-size:18px;}}</style><a href="#toc-0" class="css-isg4i5"><style data-emotion="css 1h8rase">.css-1h8rase{margin:0;padding:0;margin-top:16px;}.css-1h8rase:hover{cursor:pointer;}@media screen and (min-width: 40em){.css-1h8rase{margin-top:20px;}}</style><li class="css-1h8rase"><span class="css-vurnku">What are customer service metrics?<!-- --> </span></li></a><a href="#toc-1" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Why is measuring customer service metrics important?</span></li></a><a href="#toc-2" class="css-isg4i5"><style data-emotion="css 1fpbufe">.css-1fpbufe{margin:0;padding:0;margin-top:8px;margin-left:1em;}.css-1fpbufe:hover{cursor:pointer;}@media screen and (min-width: 40em){.css-1fpbufe{margin-top:10px;}}</style><li class="css-1fpbufe"><span class="css-vurnku">Experiential metrics vs. operational metrics</span></li></a><a href="#toc-3" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">21 key customer service metrics to track</span></li></a><a href="#toc-4" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">Types of customer service metrics</span></li></a><a href="#toc-5" class="css-isg4i5"><li class="css-1fpbufe"><span class="css-vurnku">I. Quality metrics</span></li></a><a href="#toc-6" class="css-isg4i5"><li class="css-1fpbufe"><span class="css-vurnku">II. Performance metrics</span></li></a><a href="#toc-7" class="css-isg4i5"><li class="css-1fpbufe"><span class="css-vurnku">III. Efficiency metrics</span></li></a><a href="#toc-8" class="css-isg4i5"><li class="css-1fpbufe"><span class="css-vurnku">IV. Employee satisfaction metrics</span></li></a><a href="#toc-9" class="css-isg4i5"><li class="css-1h8rase"><span class="css-vurnku">How to use customer service metrics for your business: A real-world example<!-- --> </span></li></a></ul></div><style data-emotion="css mc7llr">.css-mc7llr{box-sizing:border-box;margin:0;min-width:0;margin-top:32px;}@media screen and (min-width: 40em){.css-mc7llr{margin-top:52px;}}</style><div class="css-mc7llr"><style data-emotion="css bw5uqt">.css-bw5uqt{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.3;font-weight:700;font-size:24px;padding:0;margin:0;margin-bottom:16px;margin-top:30px;}@media screen and (min-width: 40em){.css-bw5uqt{font-size:30px;margin-top:50px;}}</style><h2 id="toc-0" class="css-bw5uqt"><style data-emotion="css 1qemmfx">.css-1qemmfx{font-weight:700;}</style><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">What are customer service metrics?</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h2><style data-emotion="css 1v7ejua">.css-1v7ejua{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:24px;font-size:16px;}@media screen and (min-width: 40em){.css-1v7ejua{font-size:18px;margin-bottom:30px;}}@media screen and (min-width: 52em){.css-1v7ejua{font-size:20px;}}@media screen and (min-width: 64em){.css-1v7ejua{font-size:20px;}}</style><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer service metrics are performance indicators that help measure the quality and efficiency of your customer support, and how your team’s performance fares against industry standards and benchmarks. These metrics help you gauge the quality of customer interactions and identify where your team can perform better.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">In addition to that, customer service metrics are a mark of how well your company meets customers’ needs and expectations, and how well you are progressing toward achieving organizational goals. These metrics are critical to gain the insights needed to improve customer loyalty, help customer support teams track whether or not they have happy customers and ultimately drive more sales.  </span></span></p><h2 id="toc-1" class="css-bw5uqt"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Why is measuring customer service metrics important?</span></span></strong></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer service metrics indicate how well your customer support team is doing and can guide your support teams to achieve goals and reach set benchmarks. Good customer service is a part of efficient </span></span><style data-emotion="css t7wvwb">.css-t7wvwb{color:var(--theme-ui-colors-primary);font-weight:700;-webkit-text-decoration:underline;text-decoration:underline;-webkit-transition:.2s color;transition:.2s color;}.css-t7wvwb:hover{-webkit-transition:.2s color;transition:.2s color;color:var(--theme-ui-colors-secondary);}</style><a href="/cxm/customer-experience-management/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer experience management</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and is also vital for retaining customers and driving sales — without which your business will likely suffer.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">To quickly summarize some of the benefits of measuring customer service metrics:  </span></span></p><style data-emotion="css 1wy8wyo">.css-1wy8wyo{padding:0;margin:0;margin-bottom:40px;list-style-position:outside;list-style-image:none;margin-left:16px;padding-left:revert;color:var(--theme-ui-colors-text);line-height:1.6;font-weight:400;font-size:16px;}@media screen and (min-width: 40em){.css-1wy8wyo{font-size:18px;}}@media screen and (min-width: 52em){.css-1wy8wyo{font-size:20px;}}@media screen and (min-width: 64em){.css-1wy8wyo{font-size:20px;}}</style><ul class="css-1wy8wyo"><style data-emotion="css 15wjw7m">.css-15wjw7m{margin-bottom:8px;padding-left:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;}.css-15wjw7m ol{margin-top:8px;margin-bottom:8px;margin-left:16px;}.css-15wjw7m ul{margin-top:8px;margin-bottom:8px;margin-left:16px;}.css-15wjw7m p{margin-bottom:8px;}</style><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Astute performance evaluation </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">for measuring and quantifying performance </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Optimal resource allocation</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> for maximum efficiency </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Data-driven decision-making </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">on the back of real insights </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Proactive crisis detection</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> by identifying and flagging recurring issues</span></span></p></li></ul><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Also, many companies are yet to understand the connection between sales and customer service and, when done well, how it can become a powerful driver of both customer satisfaction and revenue.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">For example, a popular American bank had a very poorly optimized customer service process, which in turn reflected in their customer service metrics. Due to the fragmented nature of handling customer queries, their support team usually responded to queries within two hours or more — which clearly indicated that there was scope to </span></span><a href="/resources/improve-customer-response-times/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">improve their customer response times</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">Also, they noticed their inbound ticket volume had grown year on year by about 25%, which they handled by leveraging AI and automation to triage incoming customer queries. By identifying these issues and fixing them, they were able to significantly improve customer satisfaction and in turn revenue, since customers were more than willing to pay for better customer service. </span></span></p><style data-emotion="css dhax6p">.css-dhax6p{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:600;font-size:20px;padding:0;margin:0;margin-bottom:16px;margin-top:20px;}@media screen and (min-width: 40em){.css-dhax6p{font-size:26px;margin-top:24px;}}</style><h3 id="toc-2" class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Experiential metrics vs. operational metrics</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">A multitude of metrics are generally used to analyze customer service, but they all fall into two broad categories: experience and operational. Let’s see how they’re different and how they reflect your standards of customer service.</span></span><br/><strong class="css-1qemmfx"><br/><span class="css-14us1xl"><span class="css-vurnku">Experiential metrics</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> focus on the overall satisfaction and experience of the customers with your support teams and tools. These metrics provide insights into customer interactions, which you can use to evaluate your support experience and focus on improving it. Customer satisfaction score (CSAT) and customer retention rate (CRR) are two good examples of experiential customer service metrics.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Operational metrics</span></span></strong><span class="css-14us1xl"><span class="css-vurnku">, on the other hand, focus on the efficiency and effectiveness of your support processes and workflows, which shows how well your support teams are functioning internally. Operational metrics include parameters like total number of tickets, call abandonment rate and average wait time (AWT). </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Learn more:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span><a href="/blog/customer-experience-metrics/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Top 7 customer experience metrics to track</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><h2 id="toc-3" class="css-bw5uqt"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">21 key customer service metrics to track</span></span></strong></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">How you measure customer service is essential to your company’s continuous improvement. The metrics you choose need to help you determine how satisfied your customers are with your service, how well your team is performing and what improvements are necessary. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Here are some of the key customer service metrics that you need to track for your business:</span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Let’s have a look at some of the customer service metrics that are standard across most industries and the buckets they fall into. </span></span></p><h2 id="toc-4" class="css-bw5uqt"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Types of customer service metrics</span></span></strong></h2><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Apart from the two broad categories we discussed before (operational and experiential), customer service metrics are also differentiated based on several other aspects. Let’s take a quick look at other types of groupings that are usually followed by businesses worldwide. </span></span></p><h3 id="toc-5" class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">I. Quality metrics</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Quality metrics primarily indicate the accuracy and effectiveness of interactions in your call center or contact center. Here are some of the most important metrics under this category:</span></span></p><style data-emotion="css 1qw7wow">.css-1qw7wow{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:700;font-size:18px;padding:0;margin:0;margin-bottom:16px;margin-top:20px;}@media screen and (min-width: 40em){.css-1qw7wow{font-size:22px;margin-top:30px;}}</style><h4 id="ctoc-0" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer satisfaction score (CSAT)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer satisfaction scores are an indication of your customer’s overall satisfaction with your service or product, and CSAT surveys are a simple way to gather info about customer satisfaction. A survey question can be something like this — “On a scale of 1-10, how satisfied are you with your experience today?” A higher CSAT score indicates a more satisfied customer. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Ensure your survey is short, simple and easy to understand to get the best results. Surveys that are long or complicated often turn customers away, making it difficult to get objective feedback. Time your surveys strategically during key milestones in the </span></span><a href="/cxm/customer-journey/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer journey</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">. For example, a survey can be used after a customer buys a product, before a customer renews subscriptions or after speaking with customer service.  </span></span></p><h4 id="ctoc-1" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Net promoter score (NPS)</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/customer-service-metrics/" class="css-t7wvwb"><span class="css-14us1xl"><span class="css-vurnku">Net promoter score</span></span></a><span class="css-14us1xl"><span class="css-vurnku"> indicates how likely your customers are to return to your company and how likely they are to promote it. Essentially, it measures your customer loyalty. A single-question survey is often used to determine NPS: “On a scale from 1-10, how likely are you to recommend [product/service/company] to someone you know?” </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Those who answer 9-10 are very satisfied and are likely to recommend you to people they know. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Those who answer 7-8 are satisfied but will most likely not recommend you to others. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Those who answer 6 or below are not satisfied and may steer people away from your business. </span></span></p></li></ul><h4 id="ctoc-2" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer effort score (CES)</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/customer-effort-score/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Customer effort score</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> measures the amount of effort a customer has to put in to resolve an issue, complete tasks or talk to a support agent. CES is usually measured on a 7-point scale, and is calculated with the following formula: </span></span></p><style data-emotion="css 1os6blq">.css-1os6blq{box-sizing:border-box;margin:0;min-width:0;border:1px solid #e0e0d9;border-radius:4px;margin-bottom:30px;font-size:10px;overflow:auto;padding-inline:12px;}@media screen and (min-width: 40em){.css-1os6blq{font-size:12px;}}@media screen and (min-width: 52em){.css-1os6blq{font-size:16px;}}@media screen and (min-width: 64em){.css-1os6blq{font-size:18px;}}</style><div class="css-1os6blq"><svg aria-labelledby="r3i50a9-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="r3i50a9-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#r3i50a9-diff)" style="fill:url(#r3i50a9-animated-diff)"></rect><defs role="presentation"><clipPath id="r3i50a9-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="r3i50a9-animated-diff"><stop offset="0%" stop-color="#F8F8FA" stop-opacity="1"><animate attributeName="offset" values="-2; -2; 1" keyTimes="0; 0.25; 1" dur="1s" repeatCount="indefinite"></animate></stop><stop offset="50%" stop-color="#EEEFF1" stop-opacity="1"><animate attributeName="offset" values="-1; -1; 2" keyTimes="0; 0.25; 1" dur="1s" repeatCount="indefinite"></animate></stop><stop offset="100%" stop-color="#F8F8FA" stop-opacity="1"><animate attributeName="offset" values="0; 0; 3" keyTimes="0; 0.25; 1" dur="1s" repeatCount="indefinite"></animate></stop></linearGradient></defs></svg></div><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Many companies also ask questions at the end of shopping sessions about how easy it was to place an order or complete an exchange. They also ask questions about how an agent helped the customer handle an issue. These questions gauge how easy it is for customers to use your services, navigate your website or get their issues resolved.</span></span></p><h4 id="ctoc-3" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Service level agreement (SLA) compliance</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/service-level-agreement/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Service level agreement (SLA)</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> compliance is defined as the percentage of cases that meet the defined SLA criteria. It is used to determine your performance levels against benchmark response and resolution times set for customer inquiries or issues. </span></span><br/><br/><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">SLA compliance = (Total number of tickets resolved within SLA criteria / Total number of tickets received) x 100 </span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">SLA compliance throws light on your operational efficiency and helps identify areas for improvement, ultimately helping you develop better customer relationships and maintain support quality. It ensures you provide consistent and timely service, satisfying customers’ expectations and increasing their trust in you.</span></span></p><h4 id="ctoc-4" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">First contact resolution rate (FCR)</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/first-contact-resolution/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">First contact resolution</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> refers to the percentage of incoming tickets or calls that are resolved right at the customer’s first interaction with your brand. FCR measures how efficient your agents are at solving issues without the need for follow-up calls/interactions.  </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Gross FCR is calculated using the below formula: </span></span><br/><br/><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">First contact resolution rate = (Total number of tickets resolved at first contact / Total number of tickets received) x 100 </span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">A quick first contact resolution rate increases your agent&#x27;s productivity over time. When an issue isn&#x27;t solved in the first interaction, customers are forced to call back repeatedly. This takes a lot of time from your team members that they could use for other tasks or to help other customers. Fewer repeat calls mean fewer calls overall.</span></span></p><style data-emotion="css mhm720">.css-mhm720{margin-top:16px;margin-bottom:16px;}</style><style data-emotion="css 195duy6">.css-195duy6{box-sizing:border-box;margin:0;min-width:0;margin-top:16px;margin-bottom:16px;}</style><div class="css-195duy6"><style data-emotion="css spfs6l">.css-spfs6l{position:relative;padding-bottom:56.25%;overflow:hidden;}</style><style data-emotion="css 150i8u5">.css-150i8u5{box-sizing:border-box;margin:0;min-width:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;padding-bottom:56.25%;overflow:hidden;}</style><div class="css-150i8u5"><style data-emotion="css eulo4z">.css-eulo4z{position:absolute;top:0;left:0;width:100%;height:100%;border:0;}</style><iframe width="560" height="315" src="https://www.youtube.com/embed/W7IRyJgR_fE?si=5Y_JXsZJx-4xhaKs?enablejsapi=1" title="Video" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" class="css-eulo4z"></iframe></div></div><h4 id="ctoc-5" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average ticket resolution time</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Ticket resolution time is the total amount of time an agent takes to resolve an issue and close a ticket once it is assigned to them. A team-wide or org-wide average of this duration, called average ticket resolution time, is widely considered as an important customer service metric.</span></span><br/><br/><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average ticket resolution time = (Total time spent on ticket resolution (for agent/team) / Total number of tickets resolved)</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer satisfaction relies heavily on quick resolution time as customers want simple and smooth support experiences. Average resolution time indicates how efficient your service staff is. A quick response time is important, but taking too much time to resolve customer issues hurts the customer experience. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">If the average resolution time is high, investigate the underlying problem. Common issues are inefficient communication between the service and technical teams or inadequate training on more complex issues. </span></span></p><h3 id="toc-6" class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">II. Performance metrics</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Performance metrics focus on the overall effectiveness of your customer service and the direct impact it has on your customers. Popular performance metrics used in customer service quality management are as follows.</span></span></p><h4 id="ctoc-6" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Total number of tickets</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">The total number of tickets indicates the total number of queries you receive daily, weekly or monthly across all your channels. This information will help you determine when and where you&#x27;re getting the most complaints and help you allocate resources better. For example, you can see how often specific issues occur, and determine if they can be solved with automated systems to save your agents’ time.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">If you experience high ticket volumes after product releases or big sales, you can </span></span><a href="/cxm/workforce-management/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">manage your customer service workforce</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> and staffing needs proactively.</span></span></p><h4 id="ctoc-7" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer retention rate (CRR)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer retention rate is the percentage of customers a brand has retained over a certain amount of time. The probability of selling to existing customers is </span></span><a href="https://altfeldinc.com/pdfs/Customer%20Loyalty.pdf" target="_blank" rel="noopener noreferrer nofollow" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">60%-70%</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> while selling to new customers is 5-20%. This is why knowing your CRR is so essential. </span></span></p><p class="css-1v7ejua"><a href="/cxm/customer-retention/" class="css-t7wvwb"><span class="css-14us1xl"><span class="css-vurnku">Customer retention</span></span></a><span class="css-14us1xl"><span class="css-vurnku"> comes from positive customer experience and stellar customer service. Providing predictable, consistent and quality experiences to your customers can increase your retention rate. Likewise, providing quick customer support during and post-purchase can keep customers loyal to your brand. Retaining customers long-term shows that your business has built trust and loyalty with its customers. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">You can calculate CRR for your brand with this formula: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">CRR = (No. of customers at end of period — New customers acquired in period / No. of customers at the beginning of period) x 100</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">A rising retention rate shows that your support team is doing well, while a declining rate indicates that there is a scope for improvement in your support operations and in the quality of customer service you provide. </span></span></p><h4 id="ctoc-8" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer churn</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer churn is the opposite of customer retention rate. It determines how many customers you have lost in a specific timeframe. It’s calculated with the formula below: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Churn rate = [(Customers at beginning of timeframe — Customers at end) / Customers at the beginning of timeframe] x 100</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Customer churn can be detrimental to companies since it’s challenging to get customers back after they leave for competitors. When a customer leaves, they might even persuade others to avoid your business, depending on their reasons for leaving. Obtaining new customers is more difficult and expensive than retaining old ones, so reducing churn should be a top priority for all companies. </span></span></p><h4 id="ctoc-9" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Number of upsells and cross-sells</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Upselling involves convincing your customers to opt for a more expensive version of your product. Upselling works best for customers who need the additional features of the higher-priced product. Customers are unlikely to buy the more expensive version if its features don’t add much value for them.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">Cross-selling convinces clients to purchase additional products to complement their already purchased product or service. </span></span><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">For example, </span></span></strong><span class="css-14us1xl"><span class="css-vurnku">an organization buying a customer service solution will benefit from a CRM platform to manage customer details easily. So, if there’s a potential need for a CRM solution and your brand provides one, you can pitch it to your client as an additional purchase, boosting your overall revenue.  </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Higher upselling and cross-selling rates show that your customer support teams are doing a great job at convincing customers to buy additional or higher-priced products. This eventually increases the customer lifetime value. Lower rates show that your support staff may need additional training to understand best-selling techniques. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Since cross-sells and upsells are dynamic, it&#x27;s important that you monitor them in real time using a point-of-sale (POS) system, e-commerce platform or CRM software to record and analyze transaction data. This data will help you measure the effectiveness of your upselling and cross-selling strategies and refine them as needed. </span></span></p><h4 id="ctoc-10" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer lifetime value (CLV)</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/customer-lifetime-value/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Customer lifetime value</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> measures how much money customers are expected to spend over the course of their relationship with your company. CLV is a great way to measure success in customer relationships as it shows that your offerings are valuable to your customers.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Customer lifetime value = (Revenue per year x No. of active years) — Acquisition &amp; retention cost</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">CLV will rise over time if your company continues to meet customer needs. A decline in CLV can be rectified by identifying opportunities for product/service improvement for an enhanced user experience. Better customer retention strategies like loyalty programs, personalized offers and targeted campaigns can also help improve customer satisfaction, and thereby your CLV.  </span></span></p><h3 id="toc-7" class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">III. Efficiency metrics</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Efficiency metrics help assess the utilization of resources in your support operations and streamlines your processes for maximum efficiency. Below are some examples of efficiency-related metrics.</span></span></p><h4 id="ctoc-11" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Call abandonment rate</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/call-abandonment-rate/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Call abandonment rate</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> measures the percentage of calls dropped or disconnected before they reach an agent or are resolved by an automated system, compared to the number of calls your customer support team receives. One of the most important efficiency metrics in customer service, the call abandonment rate, is calculated by: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Call abandonment rate = (No. of abandoned calls / Total no. of received call) x 100 </span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">A higher rate of missed customer calls indicates a large number of customers with negative experiences and low efficiency among customer support staff. When customers cannot talk with customer support agents, they are more likely to get frustrated and have a negative opinion of your business, in turn affecting customer satisfaction and retention in the long run.</span></span></p><h4 id="ctoc-12" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">First response time (FRT)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">First response time refers to the duration taken to provide an initial reply to a customer&#x27;s inquiry or concern. FRT is measured from the moment a customer initiates contact (e.g., sends a message) to when they receive the first meaningful response.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">FRT ideally excludes automated responses and considers only responses sent by the agent. But modern contact center solutions have advanced automation capabilities that help take tickets to resolution without any agent intervention at all, bringing automated responses back into the picture. Keeping FRT low enhances </span></span><a href="/cxm/customer-engagement/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer engagement</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, prevents frustration and demonstrates a commitment to timely support. </span></span></p><style data-emotion="css irbydf">.css-irbydf{max-width:100%;margin:0 auto;padding-top:0;padding-bottom:0;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-irbydf{padding-top:0;padding-bottom:0;}}</style><style data-emotion="css vgudvf">.css-vgudvf{box-sizing:border-box;margin:0;min-width:0;max-width:100%;margin:0 auto;padding-top:0;padding-bottom:0;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-vgudvf{padding-top:0;padding-bottom:0;}}</style><div class=" css-vgudvf"><style data-emotion="css 168v633">.css-168v633{box-sizing:border-box;margin:0;min-width:0;border-radius:10px;box-shadow:0px 1px 15px 0px rgba(0, 0, 0, 0.2);display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;overflow:hidden;}@media screen and (min-width: 1250px){.css-168v633{-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;}}.css-168v633 h5{margin-top:0;}</style><div class="css-168v633"><style data-emotion="css kk1bxt">.css-kk1bxt{box-sizing:border-box;margin:0;min-width:0;width:100%;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}@media screen and (min-width: 1250px){.css-kk1bxt{width:calc(100% * .35);}}</style><div class="css-kk1bxt"><style data-emotion="css cbhm2i">.css-cbhm2i{box-sizing:border-box;margin:0;min-width:0;width:100%;height:100%;aspect-ratio:16/9;}@media screen and (min-width: 1250px){.css-cbhm2i{aspect-ratio:auto;}}</style><div class="css-cbhm2i"><img src="//images.ctfassets.net/ukazlt65o6hl/4Zk4HnkPn4XtQ71uOfgYpq/258370b7c2d6dc0f27d6e2de46960728/20211012_CarePMebook_LPheader.png.webp" style="height:100%;width:100%;object-fit:cover"/></div></div><style data-emotion="css xzyav3">.css-xzyav3{box-sizing:border-box;margin:0;min-width:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;text-align:left;width:100%;padding-left:26px;padding-right:26px;padding-top:36px;padding-bottom:36px;}@media screen and (min-width: 1250px){.css-xzyav3{width:calc(100% * .65);padding-left:30px;padding-right:30px;padding-top:30px;padding-bottom:30px;}}</style><div class="css-xzyav3"><div data-themeui-nested-provider="true" class="css-o89ftt"><style data-emotion="css t07vqv">.css-t07vqv{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.4;font-weight:700;font-size:18px;padding:0;margin:0;margin-bottom:16px;margin-top:20px;}@media screen and (min-width: 40em){.css-t07vqv{margin-top:30px;}}@media screen and (min-width: 64em){.css-t07vqv{font-size:24px;}}</style><p class="css-t07vqv">5 Ways to Improve Customer Response Times — and Your Bottom Line</p></div><style data-emotion="css 1hwuwm1">.css-1hwuwm1{margin-top:0;margin-bottom:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}@media screen and (min-width: 40em){.css-1hwuwm1{margin-top:0;margin-bottom:0;}}</style><style data-emotion="css u2tit3">.css-u2tit3{box-sizing:border-box;margin:0;min-width:0;margin-top:0;margin-bottom:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}@media screen and (min-width: 40em){.css-u2tit3{margin-top:0;margin-bottom:0;}}</style><div class="css-u2tit3"><style data-emotion="css 4wl63d">.css-4wl63d{-webkit-text-decoration:none;text-decoration:none;position:relative;}</style><style data-emotion="css 16zgbmm">.css-16zgbmm{box-sizing:border-box;margin:0;min-width:0;color:var(--theme-ui-colors-primary);font-weight:700;-webkit-text-decoration:underline;text-decoration:underline;-webkit-transition:.2s color;transition:.2s color;-webkit-text-decoration:none;text-decoration:none;position:relative;}.css-16zgbmm:hover{-webkit-transition:.2s color;transition:.2s color;color:var(--theme-ui-colors-secondary);}</style><a href="https://www.sprinklr.com/resources/improve-customer-response-times/" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><style data-emotion="css 1a0qhys">.css-1a0qhys{background:none;color:#fff;border:none;padding:4px 20px;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;font-weight:700;text-transform:uppercase;background-color:var(--theme-ui-colors-primary);border-width:2px;border-color:var(--theme-ui-colors-primary);border-style:solid;-webkit-transition:.2s background,.2s border-color;transition:.2s background,.2s border-color;font-size:12px;font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;border-radius:50px;letter-spacing:0.4px;}@media screen and (min-width: 40em){.css-1a0qhys{padding:8px 34px;line-height:24px;font-size:15px;}}@media screen and (min-width: 52em){.css-1a0qhys{line-height:24px;}}@media screen and (min-width: 64em){.css-1a0qhys{line-height:24px;}}.css-1a0qhys:focus-visible{outline:2px solid #000000;}.css-1a0qhys:hover{-webkit-transition:.2s background,.2s border-color;transition:.2s background,.2s border-color;background-color:var(--theme-ui-colors-secondary);border-color:var(--theme-ui-colors-secondary);}</style><button tabindex="-1" class="css-1a0qhys"><style data-emotion="css aba35w">.css-aba35w{-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}</style><style data-emotion="css eobdd1">.css-eobdd1{box-sizing:border-box;margin:0;min-width:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}</style><div class="css-eobdd1"><style data-emotion="css aqscwe">.css-aqscwe{box-sizing:border-box;margin:0;min-width:0;}</style><div class=" css-aqscwe" data-element-id="body-button-READ-MORE" data-element-type="body-button">READ MORE</div></div></button></a></div></div></div></div><h4 id="ctoc-13" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average wait time (AWT)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Average wait time is the average of all the time callers are not speaking with a customer service representative. This includes the time customers spend on hold in a queue, being on hold while waiting for the representative to complete a task, etc. It is calculated by using the following formula: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average wait time = Total time customers spend in queue or on hold / Total number of answered calls</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">No one likes long hold times so the longer a person is on hold, the more irritated they will become. This not only makes them less likely to return to your company, but also more likely to tell others about their negative experience.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">Average wait times can be improved by:</span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Optimizing your queue.</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Ineffective </span></span><a href="/cxm/interactive-voice-response/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">interactive voice response</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> (IVR) workflows are a big issue in customer wait times. Ensure your IVR quickly connects people to the right department. This reduces the time customers spend waiting for representatives who often end up transferring their calls anyway.  </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Changing your workforce management strategy.</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Representatives who can quickly and effectively handle calls are better at resolving caller issues. This reduces the time customers spend waiting while representatives find solutions to their problems.  </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Hiring more staff.</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> If your current staff is working well enough, it may be time to consider adding new members to the customer service team to keep up with the number of calls they are receiving. </span></span></p></li></ul><h4 id="ctoc-14" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average after-call work time (ACWT)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">ACWT tracks how long it takes customer service agents to complete all of the call-related tasks after the call has ended. This includes inputting data, filing paperwork, updating databases etc. Understanding how your support staff uses their time is vital for creating efficient workflows. </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Agents need to spend enough time to complete their work thoroughly, but if the average after-call work time is too high, there might be other undetected issues in your workflow (like high amounts of paperwork). It is essential for you to keep after-call activities to the bare minimum so that your agents are available for the most time.</span></span></p><h4 id="ctoc-15" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average handle time (AHT)</span></span></strong></h4><p class="css-1v7ejua"><strong class="css-1qemmfx"></strong><a href="/cxm/average-handle-time/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Average handle time</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> is the average duration your agents spend with a customer on a call resolving an issue. This duration includes the total time taken to resolve a particular issue, including wait/hold times, after-call work etc. Average handle time is calculated by: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Average handle time = (Talk time + Hold or wait durations + After-call work time) / Total number of calls handled</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Average handle time and average ticket handling time are two terms that are used interchangeably in the industry — average ticket handling time is mostly not used for call-based resolutions, whereas average handle time is widely used as a call center-specific metric.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">If handle times are high, identify the root cause, then coach agents where needed. For example, if agents are receiving a high number of supervisor escalations, coaching agents on de-escalation tactics may reduce these escalations.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">Sometimes, handling time is affected by factors that are out of the agent’s control. An example of this would be a digital marketer working on multiple tickets at once. Issues outside of agents’ control should also be considered.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">If not used properly, average handle time can be misleading. If your support agents attempt to hang up calls quickly rather than fully resolve issues, average handle time can be harmful. Customers will be dissatisfied if they feel like they&#x27;re being rushed or if their issue isn&#x27;t properly resolved. It’s crucial to find the right balance between quality and speed.</span></span></p><h4 id="ctoc-16" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Escalation rate</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Escalation rate refers to the percentage of tickets that are escalated to a higher support tier from the total number of tickets that are received. The calculation for escalation rate is simple: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Escalation rate = (No. of tickets that were escalated to higher levels / Total number of tickets received) x 100</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Escalation rate serves as an important indicator of agent efficiency — if you have a greater proportion of escalations, it means that your agents are struggling to resolve issues. High escalation rates usually indicate a knowledge gap, either on the customer end (when the product/service is too technical and not user-friendly) or on the agent end (which requires personalized training and upskilling).</span></span></p><h4 id="ctoc-17" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Agent utilization</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Agent utilization measures the efficiency of customer service representatives by tracking the time they spend actively assisting customers compared to their available work hours. It is measured as the ratio of actual customer interaction time to total available work time.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Agent utilization = Total duration of actual customer interactions / Total available work time</span></span></strong></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Measuring agent utilization is critical to optimizing your resources, ensuring agents have minimal idle times when they are at their desks. Higher utilization rates signify effective agent engagement, streamlined operations and, in turn, improved customer service delivery. </span></span></p><h4 id="ctoc-18" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Backlog</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">The backlog refers to the number of customer service requests accumulated over a given amount of time. There are many reasons customer requests remain unsolved — but experiencing a high volume of query requests with too little staff is one of the primary reasons.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">It’s also possible that your team is taking longer to resolve issues than expected, for which you might need extra training, more time or extra employees. Every company should strive to keep this number as low as possible — the bigger your backlog queue is, the higher the number of angry customers you’ll have to deal with. </span></span></p><h3 id="toc-8" class="css-dhax6p"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">IV. Employee satisfaction metrics</span></span></strong></h3><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">As mentioned before, employee happiness is a critical metric when it comes to improving your customer service. Two of the most important metrics related to this category are as follows:</span></span></p><h4 id="ctoc-19" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Agent satisfaction/happiness</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Agent satisfaction is a measure of how happy your agents feel at their work. It is determined by assessing factors like job fulfillment, the presence of a supportive work environment and team dynamics. There’s no direct formula to gauge agent satisfaction, but extensive questionnaires and surveys are commonly used to evaluate this metric.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">For your customer service levels to be at their best, it’s critical that your agents are also feeling their best during their work hours. Agent happiness is exactly about that — it gauges the contentment and morale of customer service representatives in their roles. Happy agents are more likely to provide better service, leading to enhanced customer experiences.</span></span><br/><br/><span class="css-14us1xl"><span class="css-vurnku">Although it isn’t a proper customer service metric, agent happiness is still recognized by organizations across all industries as an important factor in delivering quality support. Positive agent satisfaction is directly linked to lower turnover rates and increased productivity — positively impacting overall customer satisfaction. </span></span></p><div class="css-195duy6"><div class="css-150i8u5"><iframe width="560" height="315" src="https://www.youtube.com/embed/Fv1ydx2VD9Q?si=dj456VVWWOq8P1m2?enablejsapi=1" title="Video" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" class="css-eulo4z"></iframe></div></div><h4 id="ctoc-20" class="css-1qw7wow"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Employee net promoter score (eNPS)</span></span></strong></h4><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Employee net promoter score is simply an agent version of NPS; it evaluates agent happiness and the likeliness of them being advocates for your brand based on a simple 10-point scale.  </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">eNPS is determined with a simple survey question like NPS, namely “How likely are you to recommend our brand to your friends and family?”, which is answered by agents on a scale of 1-10. The respondents are divided into three groups — promoters (scores 9 or 10), passives (7 or 8) and detractors (6 and below). The effective eNPS score is calculated by using the formula: </span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Employee net promoter score (eNPS) = [(No. of promoters — no. of detractors) / Total no. of respondents] x 100</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></p><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Promoters are considered the happiest group of employees who can serve as brand advocates, and detractors are considered the most vulnerable to attrition and low performance. eNPS serves as an indicator of employee happiness and loyalty and is a very important metric in improving agent retention.</span></span><br/><strong class="css-1qemmfx"><br/><span class="css-14us1xl"><span class="css-vurnku">Read more:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span><a href="/blog/call-center-guide-to-agent-retention/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">The call center guide to agent retention</span></span></u></a></p><h2 id="toc-9" class="css-bw5uqt"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">How to use customer service metrics for your business: A real-world example</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> </span></span></h2><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Background:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> In 2022, boAt, one of India’s largest audio and wearable tech brands in India, was working on the process of improving their customer service quality to industry-best levels. They wanted to create a highly engaging, rewarding customer experience for their users by identifying and streamlining their end-to-end issue resolution process.</span></span><br/><strong class="css-1qemmfx"><br/><span class="css-14us1xl"><span class="css-vurnku">Objective:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> boAt’s primary focus was on a few critical customer service metrics — improving CSAT, handling/resolution times and escalation rates.</span></span></p><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Solution:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> That’s when they came across </span></span><a href="/products/customer-service/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">Sprinklr Service</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> as a potential CCaaS solution that could help them monitor and improve their support processes. Right from the get-go, Sprinklr took over and helped their agents perform remarkably better with cutting-edge support capabilities like: </span></span></p><ul class="css-1wy8wyo"><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">AI-powered Predicted CSAT:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Agents were able to understand in real time if their responses helped the customers. It also helped them take quick corrective actions in case the predicted score dropped, thereby keeping their customers happy and satisfied. </span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Real-time performance insights:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Handling and resolution times were readily available on the platform for anyone in the team to view. Supervisors had a holistic view of critical performance metrics across teams and for all agents.</span></span></p></li><li class="css-15wjw7m"><p class="css-1v7ejua"><strong class="css-1qemmfx"><span class="css-14us1xl"><span class="css-vurnku">Efficient escalation management:</span></span></strong><span class="css-14us1xl"><span class="css-vurnku"> Initially, their team was also </span></span><a href="/cxm/escalation-management/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">managing escalations</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> on spreadsheets, leading to reduced transparency and collaboration. With Sprinklr, the agents were able to easily collaborate in real time within the case window itself — enabling quicker, more efficient resolutions that improved customer satisfaction and averted potential escalations. </span></span></p></li></ul><p class="css-1v7ejua"><span class="css-14us1xl"><span class="css-vurnku">Accessing and connecting all the data from across your different contact center point solutions can get complicated. Sprinklr Service can serve as comprehensive </span></span><a href="/products/customer-service/analytics-and-reporting/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer service reporting and analytics software</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku">, unifying data from across 30+ channels to deliver real-time insights on the quality of your customer service. With fully integrated dashboards and highly customizable reports, you can gain complete visibility into critical customer service metrics and identify how you can optimize your support operations.  </span></span></p><style data-emotion="css 1ov7qlx">.css-1ov7qlx{max-width:100%;margin:0 auto;padding-top:40px;padding-bottom:40px;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-1ov7qlx{padding-top:40px;padding-bottom:40px;}}</style><style data-emotion="css qaqjas">.css-qaqjas{box-sizing:border-box;margin:0;min-width:0;max-width:100%;margin:0 auto;padding-top:40px;padding-bottom:40px;padding-left:0;padding-right:0;}@media screen and (min-width: 40em){.css-qaqjas{padding-top:40px;padding-bottom:40px;}}</style><div class=" css-qaqjas"><div class="css-168v633"><div class="css-kk1bxt"><div class="css-cbhm2i"><img src="//images.ctfassets.net/ukazlt65o6hl/4gM4WPQ6ewzKgFxHv73lxj/332386bcd76dcd9b636632b4d689ff57/care-lite_mock-1.png" style="height:100%;width:100%;object-fit:cover"/></div></div><div class="css-xzyav3"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-t07vqv">Start your free trial of Sprinklr Service</p><div class="css-vurnku"><style data-emotion="css 1clzez2">.css-1clzez2{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:24px;font-size:16px;}@media screen and (min-width: 40em){.css-1clzez2{font-size:18px;margin-bottom:30px;}}</style><p class="css-1clzez2"><span class="css-14us1xl"><span class="css-vurnku">Find out how Sprinklr helps businesses deliver a premium experience on 13+ channels, using foundational AI so you can listen, route, resolve, and measure — across the customer experience.</span></span></p></div></div><div class="css-u2tit3"><a href="https://lite.sprinklr.com/signup?returnTo=%2Fcare" target="_blank" rel="noreferrer noopener" class="css-16zgbmm"><button tabindex="-1" class="css-1a0qhys"><div class="css-eobdd1"><div class=" css-aqscwe" data-element-id="body-button-START-FREE-TRIAL" data-element-type="body-button">START FREE TRIAL</div></div></button></a></div></div></div></div><p class="css-1v7ejua"></p><style data-emotion="css 1b5i6x5">.css-1b5i6x5{box-sizing:border-box;margin:0;min-width:0;color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;line-height:1.3;font-weight:700;font-size:24px;margin-top:30px;}@media screen and (min-width: 40em){.css-1b5i6x5{font-size:30px;margin-top:50px;}}</style><p class="css-1b5i6x5">Frequently Asked Questions</p><style data-emotion="css pywsyd">.css-pywsyd{max-width:1520px;margin:0 auto;padding-top:40px;padding-bottom:0;padding-left:22px;padding-right:22px;}@media screen and (min-width: 40em){.css-pywsyd{padding-top:40px;padding-bottom:0;padding-left:80px;padding-right:80px;}}</style><style data-emotion="css 216pd8">.css-216pd8{box-sizing:border-box;margin:0;min-width:0;max-width:1520px;margin:0 auto;padding-top:40px;padding-bottom:0;padding-left:22px;padding-right:22px;}@media screen and (min-width: 40em){.css-216pd8{padding-top:40px;padding-bottom:0;padding-left:80px;padding-right:80px;}}</style><div class=" css-216pd8"><style data-emotion="css uke7hp">.css-uke7hp{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:1px solid #e5e5e5;padding-bottom:24px;padding-top:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-uke7hp .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-uke7hp .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-uke7hp .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-uke7hp .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-uke7hp .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-uke7hp .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-uke7hp .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-uke7hp .accordion-item-content-container{max-height:0px;opacity:1;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-uke7hp .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-uke7hp .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-uke7hp"><button class="accordion-item-title-container" aria-expanded="true"><div class="accordion-item-title css-vurnku">What is the #1 client service metric you monitor daily? </div><style data-emotion="css i2ilph">.css-i2ilph{box-sizing:border-box;margin:0;min-width:0;width:18px;height:18px;}</style><div class="accordion-icon-container css-i2ilph"><svg width="18px" height="18px" viewBox="0 0 18 18" fill="none"><path d="M9 0.28125C4.18359 0.28125 0.28125 4.18359 0.28125 9C0.28125 13.8164 4.18359 17.7188 9 17.7188C13.8164 17.7188 17.7188 13.8164 17.7188 9C17.7188 4.18359 13.8164 0.28125 9 0.28125ZM4.35938 10.4062C4.12734 10.4062 3.9375 10.2164 3.9375 9.98438V8.01562C3.9375 7.78359 4.12734 7.59375 4.35938 7.59375H13.6406C13.8727 7.59375 14.0625 7.78359 14.0625 8.01562V9.98438C14.0625 10.2164 13.8727 10.4062 13.6406 10.4062H4.35938Z" fill="black"></path></svg></div></button><div aria-hidden="false" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><style data-emotion="css 13wlcwi">.css-13wlcwi{color:var(--theme-ui-colors-text);font-family:"proxima-nova",-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,Oxygen,Ubuntu,Cantarell,"Fira Sans","Droid Sans","Helvetica Neue",sans-serif;font-weight:400;line-height:1.6;padding:0;margin:0;margin-bottom:24px;font-size:16px;}@media screen and (min-width: 40em){.css-13wlcwi{margin-bottom:30px;}}</style><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">The most important client service metric that needs to be monitored daily is the </span></span><a href="/cxm/customer-satisfaction/" class="css-t7wvwb"><u><span class="css-14us1xl"><span class="css-vurnku">customer satisfaction score</span></span></u></a><span class="css-14us1xl"><span class="css-vurnku"> (CSAT). CSAT serves as a holistic indicator of your customer service quality, and monitoring this as frequently as possible helps you stay updated with how customers feel about your brand and their interactions with you. If you notice any unusual trends in CSAT, you can quickly identify the root cause and deploy remedial measures to improve quality of interactions.</span></span></p></div></div></div></div></div><style data-emotion="css bv9gu5">.css-bv9gu5{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:1px solid #e5e5e5;padding-bottom:24px;padding-top:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-bv9gu5 .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-bv9gu5 .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-bv9gu5 .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-bv9gu5 .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-bv9gu5 .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-bv9gu5 .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-bv9gu5 .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-bv9gu5 .accordion-item-content-container{max-height:0;opacity:0;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-bv9gu5 .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-bv9gu5 .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-bv9gu5"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">How do you measure customer support productivity?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">Monitoring key performance metrics such as average handling time (AHT), first contact resolution (FCR) rate and agent utilization rate ensures efficient, effective and streamlined customer support operations, which in turn are an indicator of productivity. </span></span><br/></p></div></div></div></div></div><div class="css-bv9gu5"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">How do quantitative and qualitative metrics differ?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">While quantitative metrics like average handling time or wait time offer specific data points, qualitative metrics like customer feedback and agent satisfaction offer a deeper understanding of customer and agent perceptions that helps you make better business decisions.</span></span></p></div></div></div></div></div><style data-emotion="css psaf79">.css-psaf79{box-sizing:border-box;margin:0;min-width:0;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;border-bottom:none;padding-bottom:0;padding-top:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;}.css-psaf79 .accordion-item-title-container{background:none;color:inherit;border:none;padding:0;font:inherit;cursor:pointer;outline:inherit;box-sizing:border-box;line-height:24px;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;position:relative;-webkit-flex-direction:row-reverse;-ms-flex-direction:row-reverse;flex-direction:row-reverse;-webkit-box-pack:end;-ms-flex-pack:end;-webkit-justify-content:flex-end;justify-content:flex-end;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;}.css-psaf79 .accordion-item-title-container:focus-visible{outline:2px solid #000000;}.css-psaf79 .accordion-item-title-container:hover svg path{-webkit-transition:fill .2s;transition:fill .2s;fill:var(--theme-ui-colors-primary);}.css-psaf79 .accordion-item-title-container:not(:hover) svg path{-webkit-transition:fill .2s;transition:fill .2s;}.css-psaf79 .accordion-item-title-container .accordion-item-title{font-size:18px;font-weight:700;margin-left:40px;text-align:left;}@media screen and (min-width: 40em){.css-psaf79 .accordion-item-title-container .accordion-item-title{font-size:20px;}}.css-psaf79 .accordion-item-title-container .accordion-icon-container{position:absolute;top:5px;}.css-psaf79 .accordion-item-content-container{max-height:0;opacity:0;overflow:hidden;-webkit-transition:max-height 0.2s linear,opacity .2s linear;transition:max-height 0.2s linear,opacity .2s linear;margin-left:40px;}.css-psaf79 .accordion-item-content{padding-left:0;padding-right:0;padding-top:8px;padding-bottom:8px;}@media screen and (min-width: 40em){.css-psaf79 .accordion-item-content{padding-top:16px;padding-bottom:16px;}}</style><div class="css-psaf79"><button class="accordion-item-title-container" aria-expanded="false"><div class="accordion-item-title css-vurnku">How are AI and automation shaping the future of customer service metrics?</div><div class="accordion-icon-container css-i2ilph"><svg width="18" height="18" viewBox="0 0 18 18" fill="none"><path d="M9 0.296875C4.18359 0.296875 0.28125 4.19922 0.28125 9.01562C0.28125 13.832 4.18359 17.7344 9 17.7344C13.8164 17.7344 17.7188 13.832 17.7188 9.01562C17.7188 4.19922 13.8164 0.296875 9 0.296875ZM14.0625 10C14.0625 10.232 13.8727 10.4219 13.6406 10.4219H10.4062V13.6562C10.4062 13.8883 10.2164 14.0781 9.98438 14.0781H8.01562C7.78359 14.0781 7.59375 13.8883 7.59375 13.6562V10.4219H4.35938C4.12734 10.4219 3.9375 10.232 3.9375 10V8.03125C3.9375 7.79922 4.12734 7.60938 4.35938 7.60938H7.59375V4.375C7.59375 4.14297 7.78359 3.95312 8.01562 3.95312H9.98438C10.2164 3.95312 10.4062 4.14297 10.4062 4.375V7.60938H13.6406C13.8727 7.60938 14.0625 7.79922 14.0625 8.03125V10Z" fill="black"></path></svg></div></button><div aria-hidden="true" class="accordion-item-content-container css-vurnku"><div class="css-vurnku"><div class="accordion-item-content css-vurnku"><div data-themeui-nested-provider="true" class="css-o89ftt"><p class="css-13wlcwi"><span class="css-14us1xl"><span class="css-vurnku">AI and automation enable rapid analysis of large datasets, helping optimize metrics like CSAT, NPS and response quality. AI-driven chatbots and self-service solutions also influence metrics such as first contact resolution and average handling time by improving response speed and issue resolution.</span></span></p></div></div></div></div></div></div></div></div></div></div><style data-emotion="css rjvkoz">@media screen and (min-width: 64em){.css-rjvkoz{min-width:200px;}}</style><style data-emotion="css 1jojecn">.css-1jojecn{box-sizing:border-box;margin:0;min-width:0;}@media screen and (min-width: 64em){.css-1jojecn{min-width:200px;}}</style><div class="scn-post-page-sticky-column css-1jojecn"><style data-emotion="css 1ugryg9">.css-1ugryg9{box-sizing:border-box;margin:0;min-width:0;position:-webkit-sticky;position:sticky;top:150px;}</style><div class="css-1ugryg9"><style data-emotion="css 13bgqkf">.css-13bgqkf{grid-template-columns:1fr;grid-column-gap:64px;grid-row-gap:48px;padding-top:40px;padding-bottom:40px;position:relative;}@media screen and (min-width: 40em){.css-13bgqkf{grid-template-columns:1fr 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10px);left:18px;width:22px;height:22px;background-image:url("data:image/svg+xml,%3Csvg width='22' height='22' viewBox='0 0 22 22' fill='none' xmlns='http://www.w3.org/2000/svg'%3E%3Cpath d='M19.9629 13.0693C20.9855 13.0693 21.8144 12.2404 21.8144 11.2178C21.8144 10.1953 20.9855 9.36633 19.9629 9.36633C18.9404 9.36633 18.1115 10.1953 18.1115 11.2178C18.1115 12.2404 18.9404 13.0693 19.9629 13.0693Z' fill='white' fill-opacity='0.125'/%3E%3Cpath d='M16.0247 18.765C16.7903 19.5306 18.0315 19.5306 18.7971 18.765C19.5627 17.9994 19.5627 16.7581 18.7971 15.9925C18.0315 15.227 16.7903 15.227 16.0247 15.9925C15.2591 16.7581 15.2591 17.9994 16.0247 18.765Z' fill='white' fill-opacity='0.25'/%3E%3Cpath d='M9.18072 19.9307C9.18072 21.0735 10.1072 22 11.25 22C12.3929 22 13.3193 21.0735 13.3193 19.9307C13.3193 18.7879 12.3929 17.8614 11.25 17.8614C10.1072 17.8614 9.18072 18.7879 9.18072 19.9307Z' fill='white' fill-opacity='0.375'/%3E%3Cpath d='M3.54885 15.8385C2.6982 16.6891 2.6982 18.0683 3.54885 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data-srcset="https://images.ctfassets.net/ukazlt65o6hl/6Frc9xQEjCZEZ7WrpAImE9/db6b219b719faca5db98deaabe7a31d6/Banner-Call_Center_Metrics.jpeg?w=750&amp;h=420&amp;fl=progressive&amp;q=70&amp;fm=jpg 750w,https://images.ctfassets.net/ukazlt65o6hl/6Frc9xQEjCZEZ7WrpAImE9/db6b219b719faca5db98deaabe7a31d6/Banner-Call_Center_Metrics.jpeg?w=1080&amp;h=605&amp;fl=progressive&amp;q=70&amp;fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/6Frc9xQEjCZEZ7WrpAImE9/db6b219b719faca5db98deaabe7a31d6/Banner-Call_Center_Metrics.jpeg?w=1366&amp;h=766&amp;fl=progressive&amp;q=70&amp;fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/6Frc9xQEjCZEZ7WrpAImE9/db6b219b719faca5db98deaabe7a31d6/Banner-Call_Center_Metrics.jpeg?w=1920&amp;h=1076&amp;fl=progressive&amp;q=70&amp;fm=jpg 1920w" alt="15 Call Center Metrics Every Manager Should Track "/></picture><noscript><picture><source type="image/webp" 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Discover examples and expert tips essential for every marketer. Read more.</p></div><div class="css-x9wzbt"><p class="css-1dkadsy"><a href="/blog/author/vidhya-krishnan/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Vidhya Krishnan</span></a><span>, </span><a href="/blog/author/jayadeep-subhashis/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Jayadeep Subhashis</span></a><span></span><br/>August 9, 2024<span aria-hidden="true">  •  </span>10<!-- --> <!-- -->min read</p></div></div></div></div><div class="css-m6kext"><div class="css-147oogm"><a href="/blog/customer-orientation/" data-hydration="false" class="css-1iweejv"><div class="css-1dxkxf8"><div data-gatsby-image-wrapper="" class="gatsby-image-wrapper css-17i3u8z"><div aria-hidden="true" style="padding-top:66.6598611678236%"></div><img aria-hidden="true" data-placeholder-image="" style="opacity:1;transition:opacity 500ms linear" decoding="async" 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750w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1080&amp;h=720&amp;q=70&amp;fm=webp 1080w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1366&amp;h=911&amp;q=70&amp;fm=webp 1366w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1920&amp;h=1280&amp;q=70&amp;fm=webp 1920w" sizes="100vw"/><img data-gatsby-image-ssr="" data-main-image="" style="opacity:0" sizes="100vw" decoding="async" loading="lazy" data-src="https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=750&amp;h=500&amp;fl=progressive&amp;q=70&amp;fm=jpg" data-srcset="https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=750&amp;h=500&amp;fl=progressive&amp;q=70&amp;fm=jpg 750w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1080&amp;h=720&amp;fl=progressive&amp;q=70&amp;fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1366&amp;h=911&amp;fl=progressive&amp;q=70&amp;fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1920&amp;h=1280&amp;fl=progressive&amp;q=70&amp;fm=jpg 1920w" alt="Customer Orientation: An 8-Step Guide (+ Examples)"/></picture><noscript><picture><source type="image/webp" 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src="https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=750&amp;h=500&amp;fl=progressive&amp;q=70&amp;fm=jpg" srcSet="https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=750&amp;h=500&amp;fl=progressive&amp;q=70&amp;fm=jpg 750w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1080&amp;h=720&amp;fl=progressive&amp;q=70&amp;fm=jpg 1080w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1366&amp;h=911&amp;fl=progressive&amp;q=70&amp;fm=jpg 1366w,https://images.ctfassets.net/ukazlt65o6hl/66N84QNHHR30SLXUxuOPUK/e082f918db6a2bce8add1c60bc8af416/Banner_Image-Customer_Orientation.jpeg?w=1920&amp;h=1280&amp;fl=progressive&amp;q=70&amp;fm=jpg 1920w" alt="Customer Orientation: An 8-Step Guide (+ Examples)"/></picture></noscript><script type="module">const t="undefined"!=typeof HTMLImageElement&&"loading"in HTMLImageElement.prototype;if(t){const t=document.querySelectorAll("img[data-main-image]");for(let e of t){e.dataset.src&&(e.setAttribute("src",e.dataset.src),e.removeAttribute("data-src")),e.dataset.srcset&&(e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset"));const t=e.parentNode.querySelectorAll("source[data-srcset]");for(let e of t)e.setAttribute("srcset",e.dataset.srcset),e.removeAttribute("data-srcset");e.complete&&(e.style.opacity=1,e.parentNode.parentNode.querySelector("[data-placeholder-image]").style.opacity=0)}}</script></div></div></a><div class="css-1wczyde"><a href="/blog/category/customer-service/" data-hydration="false" class="css-2oza9p"><span class="css-5zx8pm">Customer Service</span></a><div class="css-1fwsh6q"><p class="css-1gzxdjt"><a href="/blog/customer-orientation/" data-hydration="false" class="css-1gre8gk">Customer Orientation: An 8-Step Guide (+ Examples)</a></p></div><div class="css-x58lzi"><p class="css-1wrzx82">Customer orientation is aligning your business to meet customer needs and requirements. Explore an eight-step implementation guide with tips and examples. </p></div><div class="css-x9wzbt"><p class="css-1dkadsy"><a href="/blog/author/bhavya-aggarwal/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Bhavya Aggarwal</span></a><span>, </span><a href="/blog/author/jayadeep-subhashis/" data-hydration="false" class="css-1gre8gk"><span class="css-7f3d9a">Jayadeep Subhashis</span></a><span></span><br/>August 9, 2024<span aria-hidden="true">  •  </span>11<!-- --> <!-- -->min read</p></div></div></div></div></div></div></div></main></div><div class="website-component pt-20 tablet-sm:pt-[120px] desktop-sm:pt-40 desktop-lg:pt-[200px]"><div class="relative z-10 h-[1px] translate-y-[1px]"><div class="w-full absolute top-0 -z-10 [--curve-height:var(--mobile-curve-height)] tablet:[--curve-height:var(--tablet-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] desktop-lg:[--curve-height:var(--desktop-large-curve-height)] pointer-events-none" 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