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fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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">Sprinklr Insights</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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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">Sprinklr Marketing</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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div><div class="border-t border-gainsboroGray pt-6"><div class="text-tablet-sm/overline-4-bold desktop-lg:text-desktop-large/label-1-bold uppercase text-mediumGrey mb-[18px]">Self-Serve Offerings</div><div class="flex flex-col gap-y-[18px]"><a href="/products/social-media-management/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Social Self‑Serve</span></a><a href="/products/customer-service/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Service Self‑Serve</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><a href="/products/digital-twin/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Digital Twin</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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">Sprinklr Platform</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 10.5l5.582-5.277-1.154-1.14Z" 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 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 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 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 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 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 1.515Z"></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-5 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></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-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></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-5 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 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 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 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 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 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 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 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/"><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/"><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/"><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/"><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/"><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-5 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/"><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/"><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/"><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/"><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 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/"><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/"><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/"><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/"><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/"><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 data-link-type="external" href="https://developer.sprinklr.com/"><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 10.5l5.582-5.277-1.154-1.14Z" 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="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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 & 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="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" 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-5 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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-5 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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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/"><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 10.5l5.582-5.277-1.154-1.14Z" 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/"><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 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 data-link-type="external" href="https://community.sprinklr.com/"><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 10.5l5.582-5.277-1.154-1.14Z" 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/"><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/"><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 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 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/"><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 data-link-type="external" href="https://investors.sprinklr.com/"><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 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 & Data Privacy</span></div></a><a 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 10.5l5.582-5.277-1.154-1.14Z" 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="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer 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 10.5l5.582-5.277-1.154-1.14Z" 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 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 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/"><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 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 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 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 & Reports</span></div></a><a 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 & Webinars</span></div></a><a href="/blog/"><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 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 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 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 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max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/help/"><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">Help Center</span></div></a><a data-link-type="external" href="https://www.sprinklr.com/help/categories/release-notes/6328445025677d3d31fd6dcd/"><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">Release Notes</span></div></a><a href="/contact-us/"><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 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help drive success and improve customer service.","author":[{"@type":"Person","name":"Aksheeta Tyagi","url":"https://www.sprinklr.com/blog/author/aksheeta-tyagi/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2024-07-16"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 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 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 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 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. Power channel-less interactions and seamless resolution no matter the channel of contact.</p></div><a href="/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Request Demo</span></div></a><div class="mt-8 flex flex-wrap gap-4"><img alt="Prada" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50"/><img alt="Honda" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" 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text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Guides</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="w-3 ms-3 fill-white transition-transform"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute top-full left-0 w-max rounded-none flex-col gap-y-4 bg-spaceGrey/600 border-none max-tablet-sm:w-[180px] px-6 py-3 tablet-sm:py-5 desktop-sm:py-6 hidden"><a href="/cxm/topics/?sort=newest&category=service" class=""><div class="flex flex-col group"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Service</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Read guides on streamlining customer service and support.</div></div></a><a href="/cxm/topics/?sort=newest&category=marketing" class=""><div 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-2 desktop-sm:text-tablet-sm/heading-1 desktop-lg:text-desktop-large/heading-2">10 Important Call Center KPIs to Monitor</h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">July 16, 2024 • 11 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/aksheeta-tyagi/"><div class="flex items-center gap-x-4 group"><img alt="Aksheeta Tyagi" loading="lazy" width="750" height="750" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png?w=1920&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Aksheeta Tyagi</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Content Marketer</div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Immersed in the hectic routine of a call center, it's easy to lose sight of the bigger picture.</p><p>The art of customer service isn’t just about handling complaints, it’s also about building customer relationships and turning single transactions into lasting engagements. </p><p>That's where tracking the right <strong class="font-bold">call center key performance indicators (KPIs)</strong> can guide you through the chaos.</p><p>Call center KPIs measure your achievements, expose areas for improvement, and drive accountability. Armed with these insights, you can make informed strategic decisions that boost revenue for you and your end clients.</p><p>In this article, we shed light on 10 crucial <strong class="font-bold">call center KPIs</strong> that can serve as a guiding light in the competitive and chaotic call center space.</p><h2>10 call center KPIs to track</h2><p>Here are the 10 <strong class="font-bold">call center KPIs</strong> to foster a thriving customer-centric environment:</p><h3>1. Net Promoter Score (NPS)</h3><p>The <a href="/cxm/net-promoter-score/" class="font-semibold text-primaryOceanBlue hover:underline">Net Promoter Score or NPS</a> reveals how strongly a customer feels about your services, and functions as a loyalty meter. It is a tool for measuring your customers' loyalty and serves as a barometer for your brand's popularity.</p><p>It simply sums up responses to one crucial question, namely, "How likely are you to recommend a company to a friend or colleague?" The responses are marked on a scale of 0-10.</p><p>Let's take a look at how customer responses can be categorized based on the Net Promoter Score (NPS):</p><ul><li class="m-0 p-0"><strong class="font-bold">Promoters</strong>: These are the real champions of your brand. They give a glowing score of 9-10 and genuinely endorse your brand with enthusiasm and support.</li><li class="m-0 p-0"><strong class="font-bold">Passives</strong>: Customers in this category give a score of 7-8. They may not be actively promoting your brand, but they're also not speaking negatively about it. They fall somewhere in the middle, with a neutral stance.</li><li class="m-0 p-0"><strong class="font-bold">Detractors</strong>: Unfortunately, there are customers who score 0-6, indicating they are not satisfied or happy with their experience. These individuals have the potential to impact your brand's image if they resort to public forums to express their negative opinions. That's why it's essential to address their concerns and turn their perception around.</li></ul><p>The NPS score is derived from this simple formula:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="4z4lq4j-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="4z4lq4j-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#4z4lq4j-diff)" style="fill:url(#4z4lq4j-animated-diff)"></rect><defs><clipPath id="4z4lq4j-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="4z4lq4j-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></div><p>The resulting figure serves as a clear indicator of customer satisfaction. It may be a number, but it tells a story about customer experience, loyalty and brand perception.</p><h3>2. Customer Satisfaction Score (CSAT)</h3><p>At the heart of every call center lies one guiding beacon, the Customer Satisfaction Score. It's the litmus test of your service quality, mirroring the level of contentment among your customers post-interaction.</p><p>To compute your CSAT score, you can ask your customers to fill out a survey form, rating their product/support experience on a pre-defined scale. A sample survey question can be "<i>On a scale of 1-10, how satisfied do you think you are with our brand's support?</i>"</p><p>Based on the scores, respondents can be classified into different categories such as:</p><ul><li class="m-0 p-0"><strong class="font-bold">Very Satisfied</strong>: This indicates that the customers had a fantastic experience with your service and they are extremely satisfied. You probably exceeded their expectations and turned them into your enthusiastic <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/brand-advocates/"><u>brand advocates</u></a>. </li><li class="m-0 p-0"><strong class="font-bold">Satisfied</strong>: Customers in this category had a good experience with your service. They are content and feel that their expectations were met. While they may not be raving fans, they are generally happy with the service you provide. </li><li class="m-0 p-0"><strong class="font-bold">Neutral</strong>: These customers had an average experience. They neither feel strongly positive nor negative about your service. It was satisfactory but didn't leave a lasting impression. It's important to note that they may be easily swayed by other options. </li><li class="m-0 p-0"><strong class="font-bold">Unsatisfied</strong>: Unfortunately, these customers had a less than satisfactory experience. They expected more and feel let down by your service. Addressing their concerns and finding ways to improve their experience is crucial to <a href="/cxm/customer-retention/" class="font-semibold text-primaryOceanBlue hover:underline"><u>retaining these customers</u></a>.</li><li class="m-0 p-0"><strong class="font-bold">Very unsatisfied</strong>: These customers had a highly unsatisfactory experience. They are deeply dissatisfied and may even be frustrated or angry. Their negative feedback can significantly impact your brand's reputation. It's essential to address their concerns promptly and provide effective solutions. <br/><br/><strong class="font-bold"><i>Read More:</i></strong><i> </i><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/how-to-handle-angry-customer/"><i><u>19 Proven Tips to Handle Angry Customers</u></i></a></li></ul><button class="cursor-zoom-in"><img alt="AdobeStock 563157528 (1)" loading="lazy" width="5456" height="2749" decoding="async" data-nimg="1" class="max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3KfsBADTlpOPpofRCkQxjR/0a16009b646333eb07a5c96c5c5c7f78/AdobeStock_563157528__1_.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/3KfsBADTlpOPpofRCkQxjR/0a16009b646333eb07a5c96c5c5c7f78/AdobeStock_563157528__1_.jpeg?w=3840&q=50&fm=webp"/></button><p>Understanding and addressing customer feedback across these categories can help improve your service and cultivate positive experiences.</p><p>To calculate your CSAT score objectively, use this easy formula:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="00q64-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="00q64-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#00q64-diff)" style="fill:url(#00q64-animated-diff)"></rect><defs><clipPath id="00q64-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="00q64-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></div><p>Remember, this number is not just a score but a narrative – a tale of your team's ability to delight customers.</p><p>Therefore, engage, understand and keep delivering service that brings smiles. After all, a satisfied customer is your best advocate.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p>💡 <strong class="font-bold">Pro Tip: </strong>There’s ONE solid way to minimize poor CSAT scores — and that’s through AI-powered foresight. Before you even deploy a survey, a <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/conversational-analytics/" class="font-semibold text-primaryOceanBlue hover:underline"><u>conversational analytics tool</u></a> can scan interactions in real time and accurately predict CSAT by detecting keywords that convey certain sentiments — alerting the agent to take action in case it identifies negative connotations in customer speech.</p><img alt="Sprinklr conversational analytics detects intent and sentiment" loading="lazy" width="1268" height="1148" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/2pRNrdlfJJRM0Gq2cLrpb2/c046298efb1ad805899de694be32b104/Sprinklr_conversational_analytics_detects_intent_and_sentiment.webp?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/2pRNrdlfJJRM0Gq2cLrpb2/c046298efb1ad805899de694be32b104/Sprinklr_conversational_analytics_detects_intent_and_sentiment.webp?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/2pRNrdlfJJRM0Gq2cLrpb2/c046298efb1ad805899de694be32b104/Sprinklr_conversational_analytics_detects_intent_and_sentiment.webp?w=3840&q=50&fm=webp"/><p>See how state-of-the-art AI-driven analytics bring all the context, emotional or functional, right to you from every customer conversation. </p><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service" class="block mx-auto w-fit" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Start my Free Trial</span></div></a></div></div></div><h3>3. First Call Resolution (FCR)</h3><p>The performance of a call center revolves around many variables, but one metric that stands out is First Call Resolution or FCR.</p><p>Simply put, FCR is the percentage of customer issues resolved during their first call. It's the magic moment when a customer sighs with relief, as their problem is solved without follow-up or the need for an <a href="/cxm/escalation/" class="font-semibold text-primaryOceanBlue hover:underline"><u>escalation</u></a>.</p><p>The essence of FCR is captured in this formula:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="j8fmj45-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="j8fmj45-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#j8fmj45-diff)" style="fill:url(#j8fmj45-animated-diff)"></rect><defs><clipPath id="j8fmj45-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="j8fmj45-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></div><p>But why does FCR matter? Because it reflects the principle of "doing it right the first time." It prevents the frustration of multiple callbacks or transfers, creating happier customers. </p><p>So, keep an eye on FCR. Make it your guiding star.</p><p><strong class="font-bold">Curious about improving your FCR?</strong> Check this video out👇 </p><div class="relative w-full aspect-video h-auto [&>iframe]:absolute [&>iframe]:h-full [&>iframe]:w-full [&>iframe]:inset-0"><iframe width="560" height="315" src="https://www.youtube.com/embed/W7IRyJgR_fE?si=IOnWnZGUN1bredgr?enablejsapi=1" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe></div><h3>4. First Response Time (FRT)</h3><p>First Response Time can be likened to your customer's first impression of your call center. It measures the wait time for a customer before an agent attends to their call. </p><p>Imagine stepping into the shoes of a customer, eagerly reaching out for assistance. What would you hope for? A warm welcome, right? Well, that's exactly what the First Response Time (FRT) aims to achieve.</p><p>Calculating the FRT involves a simple formula: </p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="goshpntk-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="goshpntk-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#goshpntk-diff)" style="fill:url(#goshpntk-animated-diff)"></rect><defs><clipPath id="goshpntk-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="goshpntk-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></div><p>But let's dig deeper and explore why it matters.</p><p>In today's fast-paced world, an immediate response feels like a comforting embrace. Whether it's a <a href="/cxm/live-chat-support/" class="font-semibold text-primaryOceanBlue hover:underline"><u>live chat support</u></a> or a phone call, customers expect quick resolutions. They want their questions answered, their concerns addressed and their needs met promptly. </p><p>However, FRT is not just about speed; it's about understanding the customer's thirst for instant help and meeting it head-on. Improving <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-response-time/"><u>customer response times</u></a> sets the tone for a hopeful <a href="/cxm/customer-journey/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer journey</u></a> and also contributes to an overall happier experience. </p><p>Think about it – when you receive a quick response, it's as if someone is right there, ready to assist you. It fosters a sense of importance that your needs are heard and acknowledged. This immediate attention can be a powerful catalyst for customer satisfaction. </p><p>So, strive to keep your FRT minimal. Embrace the challenge of providing rapid assistance and watch as your customers' satisfaction levels soar. Remember, a swift response is often the crucial first step toward creating a delightful customer experience.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Ever feel like you’re always racing against time to respond to your customers?</strong></p><p>This free eBook offers a fresh perspective on how to tackle the chaos that comes with customer service using a unified AI-driven platform. Discover practical, relatable strategies to not just keep up but stay ahead. </p><p>⏰ Enabling customers to help themselves 24/7</p><p>⚡ Empowering agents to deliver fast, contextual responses</p><p>🔀 Matching the right agents to specific cases quickly</p><p>📚 Helping managers develop needs-based coaching plans</p><a data-link-type="external" href="https://www.sprinklr.com/resources/improve-customer-response-times/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>DOWNLOAD EBOOK NOW</span></div></a></div></div></div><h3>5. Percentage of Calls Blocked</h3><p>The Percentage of Calls Blocked is a crucial metric on your <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-scorecard/"><u>customer service scorecard</u></a>. It represents the proportion of incoming calls that encounter a busy signal, signaling potential issues in handling call volumes and customer satisfaction. </p><p>Here's how to calculate this metric:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="rxyevmk-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="rxyevmk-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#rxyevmk-diff)" style="fill:url(#rxyevmk-animated-diff)"></rect><defs><clipPath id="rxyevmk-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="rxyevmk-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></div><p>Imagine the frustration of dialing a number, eagerly seeking assistance, only to be met with a maddeningly persistent busy signal. It's like hitting a brick wall for your customers and a missed opportunity for you to connect, assist and create a positive experience.</p><p>That's precisely why you should care about this call center KPI – the Percentage of Calls Blocked. It's not just a cold, impersonal number on a spreadsheet. It represents the very essence of human sentiment, reflecting the missed chances to provide support and make someone's day a little brighter.</p><p>A high percentage here is a glaring sign that something needs attention. Perhaps your call center is understaffed, leaving customers hanging in frustration. Or maybe your <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/call-center-software/"><u>call center software</u></a> is struggling to handle the call volume, leading to missed connections. </p><p>By tracking this crucial KPI, you gain insight into the pulse of your customer experience. It becomes a tangible measure of how well you're meeting their needs. Remember, every blocked call signifies a missed opportunity to create a happier customer experience. So, strive to lower this metric and keep the lines open for meaningful connections. </p><p><strong class="font-bold"><i>Read More:</i></strong><i> </i><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/voice-bots-high-call-volume/"><i><u>How Voice Bots Help You Tackle High Call Volumes</u></i></a></p><h3>6. Call Abandonment Rate</h3><p>The Call Abandonment Rate KPI refers to the number of customers who disconnect before reaching an agent. </p><p>The formula to calculate this call center KPI is:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="bz0k2q-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="bz0k2q-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#bz0k2q-diff)" style="fill:url(#bz0k2q-animated-diff)"></rect><defs><clipPath id="bz0k2q-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="bz0k2q-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></div><p>Being stuck on hold as a customer is not just frustrating, but disheartening. When customers hang up, it signifies a potential loss of trust in your brand's service.</p><p>The call center KPI of abandoned calls is a paradox – a low rate doesn't guarantee high customer satisfaction. Each abandoned call is an opportunity for improvement. Reflect on the reasons behind them: excessive wait times, lack of information or something else. Use these insights to bridge the gap and create an experience that builds trust and leaves customers satisfied.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p>💡<strong class="font-bold">Pro Tip</strong>: Use <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/conversational-ivr/" class="font-semibold text-primaryOceanBlue hover:underline"><u>conversational IVR software</u></a> to ensure no customer waits too long or hangs up frustrated. Unlike static IVR, it greets your callers with a friendly voice, quickly grasps their needs, and guides them to the right expert — no detours.</p><p>Your agents get a complete brief, so they’re ready to dive deep without missing a beat. It can also automatically schedule <a data-link-type="external" href="https://www.sprinklr.com/help/categories/callback-overview/64afae9cd0972f1e47e16fec/" class="font-semibold text-primaryOceanBlue hover:underline"><u>callbacks</u></a> to customers they might lose mid-calls.</p><p>And if the only way to help a customer better is on a different channel, the cross-channel switch can be seamless with a robust conversational IVR solution.</p><img alt="Sprinklr conversational IVR seamless case routing" loading="lazy" width="1600" height="1064" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/7CAfCFjSZo1hXDf0QYi32m/10abe1b514dbf6fb11e1cbcf7af689d3/Sprinklr_conversational_IVR_seamless_case_routing.jpeg?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/7CAfCFjSZo1hXDf0QYi32m/10abe1b514dbf6fb11e1cbcf7af689d3/Sprinklr_conversational_IVR_seamless_case_routing.jpeg?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/7CAfCFjSZo1hXDf0QYi32m/10abe1b514dbf6fb11e1cbcf7af689d3/Sprinklr_conversational_IVR_seamless_case_routing.jpeg?w=3840&q=50&fm=webp"/><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service" class="block mx-auto w-fit" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default"><span>TRY OUT FOR 30 DAYS</span></div></a></div></div></div><h3>7. Average Speed of Answer (ASA)</h3><p>As a customer, waiting for a call to be answered can feel like an eternity. Time seems to stretch endlessly, and impatience starts to creep in. That's why call centers monitor the Average Speed of answer — the average time it takes for calls to be answered. </p><p>Here's the formula:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="oub7kb3-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="oub7kb3-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#oub7kb3-diff)" style="fill:url(#oub7kb3-animated-diff)"></rect><defs><clipPath id="oub7kb3-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="oub7kb3-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></div><p>ASA isn't just about holding music; it covers the time spent waiting in queue till the agent picks up the call. Though it excludes the <a href="/cxm/interactive-voice-response/" class="font-semibold text-primaryOceanBlue hover:underline">interactive voice response</a> (IVR) system navigation time, it clearly shows the team's efficiency.</p><p>It's similar to First Response Time (FRT), spotlighting the swift addressing of customer calls. However, ASA carries a specific weight. It conveys how quickly your team moves to bring a hopeful resolution to a customer's concern.</p><h3>8. Average Handle Time (AHT)</h3><p>One of the most crucial call center KPI is <a href="/cxm/average-handle-time/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Average Handle Time</u></a>. This is the total duration, on average, that an agent spends with a customer.</p><p>The calculation is as follows:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="hwzreqj-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="hwzreqj-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#hwzreqj-diff)" style="fill:url(#hwzreqj-animated-diff)"></rect><defs><clipPath id="hwzreqj-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="hwzreqj-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></div><p>AHT is a valuable gauge to set performance benchmarks for the entire team and to identify who may need more <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-coaching/"><u>customer service coaching</u></a>.</p><p>It's a metric that matters: a low AHT can indicate efficiency, leading to better productivity and happier customers. However, it's essential to balance this speed with quality solutions. After all, the aim is to help customers effectively, not rush them through the process.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p>💡<strong class="font-bold"> Pro Tip: </strong>To lessen average handle time, consider implementing <a data-link-type="external" href="https://www.sprinklr.com/blog/customer-service-workflows/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer service workflows</u></a>. What are they, you ask? A customer service workflow is a standardized process that guides agents through each customer interaction with precision. Automating and structuring each step, significantly slashes the time agents spend handling issues, enabling them to resolve queries faster and more efficiently.</p><p>See how an agent follows a step-by-step process while interacting with a customer reporting an issue with their phone charger using <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/guided-workflow/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Sprinklr Service Guided Workflows</u></a>👇</p><img alt="Sprinklr guided workflows in action" loading="lazy" width="3840" height="2400" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/22YA7YY6rw6foKr3yAiPU8/d2edbc70185c73d93c1f16f5855f0986/Sprinklr_guided_workflows_in_action.webp?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/22YA7YY6rw6foKr3yAiPU8/d2edbc70185c73d93c1f16f5855f0986/Sprinklr_guided_workflows_in_action.webp?w=3840&q=50&fm=webp"/></div></div></div><p><strong class="font-bold">Dive deeper</strong>: <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-coaching/">Customer service coaching tips</a></p><h3>9. Customer Effort Score (CES)</h3><p><a href="/cxm/customer-effort-score/" class="font-semibold text-primaryOceanBlue hover:underline">Customer Effort Score</a> is a critical call center KPI that measures how much effort a customer has to put in to get their issue resolved. </p><p>It's based on this simple question: </p><p><i>"On a scale of 1 to 7 (7 means 'Strongly Agree' and 1 signifies 'Strongly Disagree'), did our service make it easier for you to solve your problem?"</i></p><p>The score is then calculated as follows according to the customer responses:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="80kuw7w-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="80kuw7w-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#80kuw7w-diff)" style="fill:url(#80kuw7w-animated-diff)"></rect><defs><clipPath id="80kuw7w-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="80kuw7w-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></div><p>The ultimate goal is to minimize customer effort. Factors such as long queue times and frequent transfers can increase customer effort, negatively impacting the CES. On the other hand, having well-trained agents who efficiently address customer needs can significantly reduce customer effort, leading to an improved CES. It's all about creating a seamless experience where customers feel supported and their problems are resolved with minimal hassle.</p><p>In essence, CES reflects how straightforward it makes the customer resolution process.</p><div class="py-4 border-y-2 border-lightGrey tablet-sm:py-6 bg-white"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 99 80" class="w-[22px] h-4 tablet-sm:w-7 tablet-sm:h-5 desktop-lg:w-[38px] desktop-lg:h-7"><path fill="url(#quote_svg__a)" d="m27.9.85 14.4 11.4c-9.6 5.7-19.8 18-21.6 28.2.6-.3 3-.6 5.1-.6 9.9 0 17.7 7.8 17.7 18.9 0 11.1-9 20.4-20.4 20.4-12.3 0-23.1-9.9-23.1-27.3 0-20.7 11.4-39.3 27.9-51Zm55.5 0 14.4 11.4c-9.6 5.7-19.8 18-21.6 28.2.6-.3 3-.6 5.1-.6 9.9 0 17.7 7.8 17.7 18.9 0 11.1-9 20.4-20.4 20.4-12.3 0-23.1-9.9-23.1-27.3 0-20.7 11.4-39.3 27.9-51Z"></path><defs><linearGradient id="quote_svg__a" x1="-181.5" x2="27.75" y1="146.812" y2="-118.356" gradientUnits="userSpaceOnUse"><stop stop-color="#FCB549"></stop><stop offset="0.427" stop-color="#8ECD7B"></stop><stop offset="1" stop-color="#34C8ED"></stop></linearGradient></defs></svg><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 mt-4 text-slateGray text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 empty:last-of-type:prose-p:min-h-0 empty:last-of-type:prose-p:mt-0"><p><i>Customer effort is 40% more accurate at predicting customer loyalty as opposed to customer satisfaction.</i></p><p><i></i><a data-link-type="external" href="https://www.gartner.com/smarterwithgartner/unveiling-the-new-and-improved-customer-effort-score" class="font-semibold text-primaryOceanBlue hover:underline">Andrew Schumacher</a></p><p>Senior Principal, Advisory</p></div></div><p>Therefore, it's crucial to consistently meet customer expectations, not merely exceed them for a slight boost in loyalty.</p><h3>10. Customer Churn Rate (CCR)</h3><p>Keeping a pulse on the Customer Churn Rate is vital in the call center KPI scorecard. This metric reveals the percentage of customers who've stopped using your services within a specific period.</p><p>Use this formula to calculate the CCR:</p><div class="bg-refreshSkyline p-[1px] rounded-[8px] w-full tablet-sm:p-0.5"><div class="w-full h-full bg-ivory overflow-auto px-3 tablet-sm:px-6 tablet-sm:py-2 rounded-[7px] tablet-sm:rounded-[6px] [&_.katex]:font-sans [&_.katex]:italic [&_.katex]:text-mobile-sm/body-4-bold [&_.katex]:tablet-sm:text-tablet-sm/body-3-bold [&_.katex]:desktop-lg:text-desktop-large/body-3-bold"><svg aria-labelledby="prttwh-aria" role="img" style="margin-block:12px;display:block" width="100%" height="48"><title id="prttwh-aria">Loading...</title><rect role="presentation" x="0" y="0" width="100%" height="100%" clip-path="url(#prttwh-diff)" style="fill:url(#prttwh-animated-diff)"></rect><defs><clipPath id="prttwh-diff"><rect x="0" y="0" width="100%" height="100%" rx="8" ry="8"></rect></clipPath><linearGradient id="prttwh-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></div><p>If your CCR is high, it's a sign that your customers are not satisfied with your service, possibly due to unresolved issues or poor communication.</p><p>Agent performance plays a crucial role in reducing CCR. Agents are your business's voice and face, and their ability to address customer complaints effectively can significantly reduce the customer churn rate.</p><p><strong class="font-bold">👉 Bonus Read:</strong><i><strong class="font-bold"> </strong></i><a href="/cxm/customer-service-metrics/" class="font-semibold text-primaryOceanBlue hover:underline">Top Customer Service Metrics to Track</a><i></i></p><p><strong class="font-bold">Concluding note</strong></p><p>To achieve success in the call center industry, it is crucial to prioritize customer satisfaction, agent performance, and operational efficiency. Tracking<strong class="font-bold"> </strong>call center KPIs is essential for optimizing call center operations and delivering exceptional customer experiences. By focusing on the above-mentioned call center KPI examples, you can identify areas for improvement and drive meaningful results.</p><p>A unified call center solution like <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/"><u>Sprinklr Service</u></a> offers a unified agent desktop for agents to access all caller information at one glance and shorten the wait time. In addition, automated workflows enable your agents (even new ones) to deliver quick answers in the first go, keeping your CSAT high and churn low at all times.</p><p>Still skeptical? Take Sprinklr on a free spin for 30 days and discover how it can help your organization elevate its customer experience strategy.</p><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service" class="block mx-auto w-fit" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Start my Free Trial</span></div></a><script type="application/ld+json">{"@type":"FAQPage","mainEntity":[{"@type":"Question","name":"Can technology advancements influence the choice of call center KPIs?","acceptedAnswer":{"@type":"Answer","text":"<p>Yes, technology advancements can influence the choice of call center KPIs by enabling more accurate data collection, real-time monitoring and analysis of customer interactions, leading to the identification of new metrics and the refinement of existing ones.</p>"}},{"@type":"Question","name":"Can call center KPIs help predict customer needs and trends?","acceptedAnswer":{"@type":"Answer","text":"<p>Yes, call center KPIs can help predict customer needs and trends by analyzing patterns in customer interactions, such as common inquiries, complaints or feedback. This data can inform proactive strategies to address emerging needs and anticipate future trends.</p>"}},{"@type":"Question","name":"How often should call center KPIs be reviewed and updated?","acceptedAnswer":{"@type":"Answer","text":"<p>Call center KPIs should be reviewed and updated regularly, ideally on a monthly or quarterly basis, to ensure they remain aligned with business goals, evolving customer needs and industry best practices. Additionally, KPIs should be adjusted as necessary based on performance trends and feedback from stakeholders.</p>"}}]}</script><div class="flex flex-col items-center justify-center mx-auto desktop-sm:px-0 desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] px-0 tablet-sm:px-0"><p class="whitespace-pre-line text-center text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-3">Frequently Asked Questions</p><div class="w-full desktop-sm:w-full desktop-lg:w-full"><div class="w-full"><div class="w-full pt-2 desktop-sm:pt-5 desktop-lg:pt-7" data-orientation="vertical"><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R4up39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rup39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>Can technology advancements influence the choice of call center KPIs?</button><div data-state="closed" id="radix-:R4up39lammmlda:" role="region" aria-labelledby="radix-:Rup39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Yes, technology advancements can influence the choice of call center KPIs by enabling more accurate data collection, real-time monitoring and analysis of customer interactions, leading to the identification of new metrics and the refinement of existing ones.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5ep39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1ep39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>Can call center KPIs help predict customer needs and trends?</button><div data-state="closed" id="radix-:R5ep39lammmlda:" role="region" aria-labelledby="radix-:R1ep39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Yes, call center KPIs can help predict customer needs and trends by analyzing patterns in customer interactions, such as common inquiries, complaints or feedback. This data can inform proactive strategies to address emerging needs and anticipate future trends.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5up39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1up39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How often should call center KPIs be reviewed and updated?</button><div data-state="closed" id="radix-:R5up39lammmlda:" role="region" aria-labelledby="radix-:R1up39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Call center KPIs should be reviewed and updated regularly, ideally on a monthly or quarterly basis, to ensure they remain aligned with business goals, evolving customer needs and industry best practices. Additionally, KPIs should be adjusted as necessary based on performance trends and feedback from stakeholders.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R6ep39lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R2ep39lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What are innovative ways to visualize call center KPI data for better decision-making?</button><div data-state="closed" id="radix-:R6ep39lammmlda:" role="region" aria-labelledby="radix-:R2ep39lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><ul><li class="m-0 p-0">Interactive dashboards with real-time data updates and drill-down capabilities. </li><li class="m-0 p-0">Heat maps to highlight peak call times or areas with high customer satisfaction. </li><li class="m-0 p-0">Trend analysis charts to track KPI performance over time and identify patterns. </li><li class="m-0 p-0">Gamification elements to encourage agent engagement and performance improvement.</li></ul></div></div></div></div></div></div></div></div></div></div></div><div class="max-desktop-sm:hidden"><div style="--header-height:0px;--subnav-height:0px;--sticky-top-margin:20px" class="w-[268px] desktop-lg:w-[344px] h-fit sticky top-[calc(var(--header-height)_+_var(--subnav-height)_+_var(--sticky-top-margin))] flex-none"><div class="transition-opacity duration-500"><div class="rounded w-full bg-angledSkyGradient p-4 desktop-lg:p-6"><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-lg:text-tablet/heading-4 mb-3 desktop-lg:mb-4">Let Sprinklr reduce your contact center costs</p><p class="whitespace-pre-line text-tablet-sm/body-4 desktop-lg:text-tablet-sm/body-3 mb-6 desktop-lg:mb-8">Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.</p><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Start Free Trial</span></div></a></div></div><div class="transition-opacity duration-500"><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[340px] text-cometBlack my-10 border-lightGrey border-b-2"></div><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Related Articles</div><div class="space-y-4"><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/call-center-kpi-benchmarks-by-industry/">Important Call Center KPI Benchmarks by Industry </a></div><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/how-to-measure-call-center-productivity/"> How to measure call center productivity</a></div><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/call-center-reporting/">Call Center Reporting Guide for Businesses</a></div></div></div></div></div></div><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="flex max-tablet-sm:flex-col items-center tablet-sm:justify-between gap-y-4 py-6 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data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1Iis72Z2BHAutuxs4hgQdd/8d0a54f6da5ca368294778129edc08b4/call-center-productivity-blog-banner.jpg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1Iis72Z2BHAutuxs4hgQdd/8d0a54f6da5ca368294778129edc08b4/call-center-productivity-blog-banner.jpg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/how-to-measure-call-center-productivity/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue"> How to measure call center productivity</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/sprinklr-team/"><div class="text-primaryOceanBlue font-bold hover:underline">Sprinklr Team</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">9 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a class="overflow-hidden block" href="/blog/call-center-reporting/"><img alt="Feature Banner Call Center Reporting" loading="lazy" width="3840" height="2160" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/9c5THbnUKmwvNWLGPAm4Y/c71f874729d99ec594e089614b216d8e/Feature_Banner_Call_Center_Reporting.png?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/9c5THbnUKmwvNWLGPAm4Y/c71f874729d99ec594e089614b216d8e/Feature_Banner_Call_Center_Reporting.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/call-center-reporting/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Call Center Reporting Guide for Businesses</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/surbhi-nahata/"><div 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flex-1\",\"children\":[\"$\",\"div\",null,{\"className\":\"flex items-center gap-x-4 group\",\"children\":[[\"$\",\"$L19\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png\",\"alt\":\"Aksheeta Tyagi\",\"fill\":false,\"width\":750,\"height\":750,\"className\":\"flex-none aspect-square rounded-full w-14 object-cover\"}],[\"$\",\"div\",null,{\"children\":[[\"$\",\"div\",null,{\"className\":\"text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5\",\"children\":\"Aksheeta Tyagi\"}],[\"$\",\"div\",null,{\"className\":\"mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3\",\"children\":\"Content Marketer\"}]]}]]}],\"prefetch\":true}]]}]]}]]}],[\"$\",\"div\",null,{\"className\":\"flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12\",\"children\":[[\"$\",\"div\",null,{\"className\":\"w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Immersed in the hectic routine of a call center, it's easy to lose sight of the bigger picture.\"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"The art of customer service isn’t just about handling complaints, it’s also about building customer relationships and turning single transactions into lasting engagements. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"That's where tracking the right \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"call center key performance indicators (KPIs)\"]}],[false,\" can guide you through the chaos.\"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Call center KPIs measure your achievements, expose areas for improvement, and drive accountability. Armed with these insights, you can make informed strategic decisions that boost revenue for you and your end clients.\"]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"In this article, we shed light on 10 crucial \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"call center KPIs\"]}],[false,\" that can serve as a guiding light in the competitive and chaotic call center space.\"]]}],[\"$\",\"h2\",null,{\"children\":[null,[[false,\"10 call center KPIs to track\"]]]}],[\"$\",\"p\",\"6\",{\"children\":[[false,\"Here are the 10 \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"call center KPIs\"]}],[false,\" to foster a thriving customer-centric environment:\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"1. Net Promoter Score (NPS)\"]]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"The \"],[\"$\",\"a\",null,{\"href\":\"/cxm/net-promoter-score/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Net Promoter Score or NPS\"]]}],[false,\" reveals how strongly a customer feels about your services, and functions as a loyalty meter. It is a tool for measuring your customers' loyalty and serves as a barometer for your brand's popularity.\"]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"It simply sums up responses to one crucial question, namely, \\\"How likely are you to recommend a company to a friend or colleague?\\\" The responses are marked on a scale of 0-10.\"]]}],[\"$\",\"p\",\"10\",{\"children\":[[false,\"Let's take a look at how customer responses can be categorized based on the Net Promoter Score (NPS):\"]]}],[\"$\",\"ul\",\"11\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Promoters\"]}],[false,\": These are the real champions of your brand. They give a glowing score of 9-10 and genuinely endorse your brand with enthusiasm and support.\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Passives\"]}],[false,\": Customers in this category give a score of 7-8. They may not be actively promoting your brand, but they're also not speaking negatively about it. They fall somewhere in the middle, with a neutral stance.\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Detractors\"]}],[false,\": Unfortunately, there are customers who score 0-6, indicating they are not satisfied or happy with their experience. These individuals have the potential to impact your brand's image if they resort to public forums to express their negative opinions. That's why it's essential to address their concerns and turn their perception around.\"]]]}]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"The NPS score is derived from this simple formula:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"6j96N5JHK9PSTHiiN7N9fI\",\"title\":\"NPS\",\"expression\":\"\\\\text{NPS}={\\\\text{\\\\% of Promoters - \\\\% of Detractors}}\"}],[\"$\",\"p\",\"14\",{\"children\":[[false,\"The resulting figure serves as a clear indicator of customer satisfaction. It may be a number, but it tells a story about customer experience, loyalty and brand perception.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"2. Customer Satisfaction Score (CSAT)\"]]]}],[\"$\",\"p\",\"16\",{\"children\":[[false,\"At the heart of every call center lies one guiding beacon, the Customer Satisfaction Score. It's the litmus test of your service quality, mirroring the level of contentment among your customers post-interaction.\"]]}],[\"$\",\"p\",\"17\",{\"children\":[[false,\"To compute your CSAT score, you can ask your customers to fill out a survey form, rating their product/support experience on a pre-defined scale. A sample survey question can be \\\"\"],[\"$\",\"i\",\"1\",{\"children\":[false,\"On a scale of 1-10, how satisfied do you think you are with our brand's support?\"]}],[false,\"\\\"\"]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"Based on the scores, respondents can be classified into different categories such as:\"]]}],[\"$\",\"ul\",\"19\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Very Satisfied\"]}],[false,\": This indicates that the customers had a fantastic experience with your service and they are extremely satisfied. You probably exceeded their expectations and turned them into your enthusiastic \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/brand-advocates/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"brand advocates\"]}]],\"prefetch\":true}],[false,\". \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Satisfied\"]}],[false,\": Customers in this category had a good experience with your service. They are content and feel that their expectations were met. While they may not be raving fans, they are generally happy with the service you provide. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Neutral\"]}],[false,\": These customers had an average experience. They neither feel strongly positive nor negative about your service. It was satisfactory but didn't leave a lasting impression. It's important to note that they may be easily swayed by other options. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Unsatisfied\"]}],[false,\": Unfortunately, these customers had a less than satisfactory experience. They expected more and feel let down by your service. Addressing their concerns and finding ways to improve their experience is crucial to \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-retention/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"retaining these customers\"]}]]}],[false,\".\"]]]}],[\"$\",\"li\",\"4\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Very unsatisfied\"]}],[false,\": These customers had a highly unsatisfactory experience. They are deeply dissatisfied and may even be frustrated or angry. Their negative feedback can significantly impact your brand's reputation. It's essential to address their concerns promptly and provide effective solutions. \",[\"$\",\"br\",null,{}],\"\",[\"$\",\"br\",null,{}],\"\"],[\"$\",\"strong\",\"2\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"Read More:\"]}]}],[\"$\",\"i\",\"3\",{\"children\":[false,\" \"]}],[\"$\",\"$L2f\",null,{\"href\":\"/blog/how-to-handle-angry-customer/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"i\",\"0\",{\"children\":[\"$\",\"u\",null,{\"children\":[false,\"19 Proven Tips to Handle Angry Customers\"]}]}]],\"prefetch\":true}],[false,\"\"]]]}]]}],[\"$\",\"$L31\",null,{\"containerClassName\":\"cursor-zoom-in\",\"action\":\"OPEN_MODAL\",\"url\":\"\",\"modalContent\":{\"contentType\":\"asset\",\"asset\":{\"id\":\"3KfsBADTlpOPpofRCkQxjR\",\"title\":\"AdobeStock 563157528 (1)\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3KfsBADTlpOPpofRCkQxjR/0a16009b646333eb07a5c96c5c5c7f78/AdobeStock_563157528__1_.jpeg\",\"details\":{\"size\":514105,\"image\":{\"width\":5456,\"height\":2749}},\"fileName\":\"AdobeStock_563157528 (1).jpeg\",\"contentType\":\"image/jpeg\"}},\"title\":\"AdobeStock 563157528 (1)\"},\"children\":[\"$\",\"$L19\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/3KfsBADTlpOPpofRCkQxjR/0a16009b646333eb07a5c96c5c5c7f78/AdobeStock_563157528__1_.jpeg\",\"alt\":\"AdobeStock 563157528 (1)\",\"fill\":false,\"width\":5456,\"height\":2749,\"className\":\"max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]\"}]}],[\"$\",\"p\",\"21\",{\"children\":[[false,\"Understanding and addressing customer feedback across these categories can help improve your service and cultivate positive experiences.\"]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"To calculate your CSAT score objectively, use this easy formula:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2R54hpfgbcmv0xrFd60Yn1\",\"title\":\"CSAT\",\"expression\":\"\\\\text{CSAT}=\\\\frac{\\\\text{Number of satisfied customers}}{\\\\text{Total number of responses}}\\\\times 100\"}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"Remember, this number is not just a score but a narrative – a tale of your team's ability to delight customers.\"]]}],[\"$\",\"p\",\"25\",{\"children\":[[false,\"Therefore, engage, understand and keep delivering service that brings smiles. After all, a satisfied customer is your best advocate.\"]]}],[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"💡 \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"Pro Tip: \"]}],[false,\"There’s ONE solid way to minimize poor CSAT scores — and that’s through AI-powered foresight. Before you even deploy a survey, a \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/conversational-analytics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"conversational analytics tool\"]}]]}],[false,\" can scan interactions in real time and accurately predict CSAT by detecting keywords that convey certain sentiments — alerting the agent to take action in case it identifies negative connotations in customer speech.\"]]}],[\"$\",\"$L19\",\"1\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/2pRNrdlfJJRM0Gq2cLrpb2/c046298efb1ad805899de694be32b104/Sprinklr_conversational_analytics_detects_intent_and_sentiment.webp\",\"height\":1148,\"width\":1268,\"alt\":\"Sprinklr conversational analytics detects intent and sentiment\"}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"See how state-of-the-art AI-driven analytics bring all the context, emotional or functional, right to you from every customer conversation. \"]]}],[\"$\",\"$L18\",null,{\"contentType\":\"cta\",\"id\":\"6QWdCXNpKS21bGjMpLvRoH\",\"name\":\"START MY FREE TRIAL \",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Start my Free Trial\",\"action\":\"NAVIGATE\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"Start my Free Trial\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Start my Free Trial\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"3. First Call Resolution (FCR)\"]]]}],[\"$\",\"p\",\"28\",{\"children\":[[false,\"The performance of a call center revolves around many variables, but one metric that stands out is First Call Resolution or FCR.\"]]}],[\"$\",\"p\",\"29\",{\"children\":[[false,\"Simply put, FCR is the percentage of customer issues resolved during their first call. It's the magic moment when a customer sighs with relief, as their problem is solved without follow-up or the need for an \"],[\"$\",\"a\",null,{\"href\":\"/cxm/escalation/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"escalation\"]}]]}],[false,\".\"]]}],[\"$\",\"p\",\"30\",{\"children\":[[false,\"The essence of FCR is captured in this formula:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"6pjljqsYvMliPGlP31UJ2c\",\"title\":\"First call resolution (FCR)\",\"expression\":\"\\\\text{FCR}=\\\\frac{\\\\text{(Total number of calls resolved on a first call }}{\\\\text{Total number of calls handled}}\\\\times 100\"}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"But why does FCR matter? Because it reflects the principle of \\\"doing it right the first time.\\\" It prevents the frustration of multiple callbacks or transfers, creating happier customers. \"]]}],[\"$\",\"p\",\"33\",{\"children\":[[false,\"So, keep an eye on FCR. Make it your guiding star.\"]]}],[\"$\",\"p\",\"34\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Curious about improving your FCR?\"]}],[false,\" Check this video out👇 \"]]}],[\"$\",\"div\",null,{\"className\":\"relative w-full aspect-video h-auto [\u0026\u003eiframe]:absolute [\u0026\u003eiframe]:h-full [\u0026\u003eiframe]:w-full [\u0026\u003eiframe]:inset-0\",\"dangerouslySetInnerHTML\":{\"__html\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/W7IRyJgR_fE?si=IOnWnZGUN1bredgr?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"4. First Response Time (FRT)\"]]]}],[\"$\",\"p\",\"37\",{\"children\":[[false,\"First Response Time can be likened to your customer's first impression of your call center. It measures the wait time for a customer before an agent attends to their call. \"]]}],[\"$\",\"p\",\"38\",{\"children\":[[false,\"Imagine stepping into the shoes of a customer, eagerly reaching out for assistance. What would you hope for? A warm welcome, right? Well, that's exactly what the First Response Time (FRT) aims to achieve.\"]]}],[\"$\",\"p\",\"39\",{\"children\":[[false,\"Calculating the FRT involves a simple formula: \"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"qBnP2g1Vxc1din1yGcako\",\"title\":\"First Response Time FRT formula\",\"expression\":\"\\\\text{First response time}= \\\\frac{\\\\text{Total time taken to respond to all initial customer contacts }}{\\\\text{Total number of initial customer contacts}}\"}],[\"$\",\"p\",\"41\",{\"children\":[[false,\"But let's dig deeper and explore why it matters.\"]]}],[\"$\",\"p\",\"42\",{\"children\":[[false,\"In today's fast-paced world, an immediate response feels like a comforting embrace. Whether it's a \"],[\"$\",\"a\",null,{\"href\":\"/cxm/live-chat-support/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"live chat support\"]}]]}],[false,\" or a phone call, customers expect quick resolutions. They want their questions answered, their concerns addressed and their needs met promptly. \"]]}],[\"$\",\"p\",\"43\",{\"children\":[[false,\"However, FRT is not just about speed; it's about understanding the customer's thirst for instant help and meeting it head-on. Improving \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/customer-response-time/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer response times\"]}]],\"prefetch\":true}],[false,\" sets the tone for a hopeful \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-journey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer journey\"]}]]}],[false,\" and also contributes to an overall happier experience. \"]]}],[\"$\",\"p\",\"44\",{\"children\":[[false,\"Think about it – when you receive a quick response, it's as if someone is right there, ready to assist you. It fosters a sense of importance that your needs are heard and acknowledged. This immediate attention can be a powerful catalyst for customer satisfaction. \"]]}],[\"$\",\"p\",\"45\",{\"children\":[[false,\"So, strive to keep your FRT minimal. Embrace the challenge of providing rapid assistance and watch as your customers' satisfaction levels soar. Remember, a swift response is often the crucial first step toward creating a delightful customer experience.\"]]}],[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Ever feel like you’re always racing against time to respond to your customers?\"]}]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"This free eBook offers a fresh perspective on how to tackle the chaos that comes with customer service using a unified AI-driven platform. Discover practical, relatable strategies to not just keep up but stay ahead. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"⏰ Enabling customers to help themselves 24/7\"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"⚡ Empowering agents to deliver fast, contextual responses\"]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"🔀 Matching the right agents to specific cases quickly\"]]}],[\"$\",\"p\",\"5\",{\"children\":[[false,\"📚 Helping managers develop needs-based coaching plans\"]]}],[\"$\",\"$L18\",null,{\"contentType\":\"cta\",\"id\":\"29B8xgGaYcxzup5Yv2w1Si\",\"name\":\"DOWNLOAD EBOOK NOW\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"DOWNLOAD EBOOK NOW\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/resources/improve-customer-response-times/\",\"alignment\":\"CENTER\",\"label\":\"DOWNLOAD EBOOK NOW\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"DOWNLOAD EBOOK NOW\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"5. Percentage of Calls Blocked\"]]]}],[\"$\",\"p\",\"48\",{\"children\":[[false,\"The Percentage of Calls Blocked is a crucial metric on your \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/customer-service-scorecard/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service scorecard\"]}]],\"prefetch\":true}],[false,\". It represents the proportion of incoming calls that encounter a busy signal, signaling potential issues in handling call volumes and customer satisfaction. \"]]}],[\"$\",\"p\",\"49\",{\"children\":[[false,\"Here's how to calculate this metric:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"6jAJUdODJki0E7JNth4Rdd\",\"title\":\"% of Calls Blocked \",\"expression\":\"\\\\text{Percentage of Calls Blocked}=\\\\frac{\\\\text{Number of Calls that Fail to Reach Agents}}{\\\\text{Total Number of Incoming Calls}}\\\\times 100\"}],[\"$\",\"p\",\"51\",{\"children\":[[false,\"Imagine the frustration of dialing a number, eagerly seeking assistance, only to be met with a maddeningly persistent busy signal. It's like hitting a brick wall for your customers and a missed opportunity for you to connect, assist and create a positive experience.\"]]}],[\"$\",\"p\",\"52\",{\"children\":[[false,\"That's precisely why you should care about this call center KPI – the Percentage of Calls Blocked. It's not just a cold, impersonal number on a spreadsheet. It represents the very essence of human sentiment, reflecting the missed chances to provide support and make someone's day a little brighter.\"]]}],[\"$\",\"p\",\"53\",{\"children\":[[false,\"A high percentage here is a glaring sign that something needs attention. Perhaps your call center is understaffed, leaving customers hanging in frustration. Or maybe your \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/call-center-software/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call center software\"]}]],\"prefetch\":true}],[false,\" is struggling to handle the call volume, leading to missed connections. \"]]}],[\"$\",\"p\",\"54\",{\"children\":[[false,\"By tracking this crucial KPI, you gain insight into the pulse of your customer experience. It becomes a tangible measure of how well you're meeting their needs. Remember, every blocked call signifies a missed opportunity to create a happier customer experience. So, strive to lower this metric and keep the lines open for meaningful connections. \"]]}],[\"$\",\"p\",\"55\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[\"$\",\"i\",null,{\"children\":[false,\"Read More:\"]}]}],[\"$\",\"i\",\"1\",{\"children\":[false,\" \"]}],[\"$\",\"$L2f\",null,{\"href\":\"/blog/voice-bots-high-call-volume/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"i\",\"0\",{\"children\":[\"$\",\"u\",null,{\"children\":[false,\"How Voice Bots Help You Tackle High Call Volumes\"]}]}]],\"prefetch\":true}],[false,\"\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"6. Call Abandonment Rate\"]]]}],[\"$\",\"p\",\"57\",{\"children\":[[false,\"The Call Abandonment Rate KPI refers to the number of customers who disconnect before reaching an agent. \"]]}],[\"$\",\"p\",\"58\",{\"children\":[[false,\"The formula to calculate this call center KPI is:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"3Cpq1E7MAtz0cBZa15RimE\",\"title\":\"Call abandonment rate formula 2\",\"expression\":\"\\\\text{Call Abandonment Rate}=\\\\frac{\\\\text{No. of inbound calls} - \\\\text{No. of calls abandoned in 5 seconds or less} - \\\\text{No. of calls successfully handled}}{\\\\text{No. of inbound calls} - \\\\text{No. of calls abandoned in 5 seconds or less}} \\\\times 100\"}],[\"$\",\"p\",\"60\",{\"children\":[[false,\"Being stuck on hold as a customer is not just frustrating, but disheartening. When customers hang up, it signifies a potential loss of trust in your brand's service.\"]]}],[\"$\",\"p\",\"61\",{\"children\":[[false,\"The call center KPI of abandoned calls is a paradox – a low rate doesn't guarantee high customer satisfaction. Each abandoned call is an opportunity for improvement. Reflect on the reasons behind them: excessive wait times, lack of information or something else. Use these insights to bridge the gap and create an experience that builds trust and leaves customers satisfied.\"]]}],[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"💡\"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"Pro Tip\"]}],[false,\": Use \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/conversational-ivr/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"conversational IVR software\"]}]]}],[false,\" to ensure no customer waits too long or hangs up frustrated. Unlike static IVR, it greets your callers with a friendly voice, quickly grasps their needs, and guides them to the right expert — no detours.\"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Your agents get a complete brief, so they’re ready to dive deep without missing a beat. It can also automatically schedule \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/help/categories/callback-overview/64afae9cd0972f1e47e16fec/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"callbacks\"]}]]}],[false,\" to customers they might lose mid-calls.\"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"And if the only way to help a customer better is on a different channel, the cross-channel switch can be seamless with a robust conversational IVR solution.\"]]}],[\"$\",\"$L19\",\"3\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/7CAfCFjSZo1hXDf0QYi32m/10abe1b514dbf6fb11e1cbcf7af689d3/Sprinklr_conversational_IVR_seamless_case_routing.jpeg\",\"height\":1064,\"width\":1600,\"alt\":\"Sprinklr conversational IVR seamless case routing\"}],[\"$\",\"$L18\",null,{\"contentType\":\"cta\",\"id\":\"2zBGT0Ji8ruxCzPtm4XwNG\",\"name\":\"TRY OUT FOR 30 DAYS\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"TRY OUT FOR 30 DAYS\",\"action\":\"NAVIGATE\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"TRY OUT FOR 30 DAYS\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"TRY OUT FOR 30 DAYS\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"7. Average Speed of Answer (ASA)\"]]]}],[\"$\",\"p\",\"64\",{\"children\":[[false,\"As a customer, waiting for a call to be answered can feel like an eternity. Time seems to stretch endlessly, and impatience starts to creep in. That's why call centers monitor the Average Speed of answer — the average time it takes for calls to be answered. \"]]}],[\"$\",\"p\",\"65\",{\"children\":[[false,\"Here's the formula:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1XdFa2Q6FiZ72WlllNvlot\",\"title\":\"Average speed of answer (ASA)\",\"expression\":\"\\\\text{ASA}=\\\\frac{\\\\text{Total wait time for all calls}}{\\\\text{Total number of answered calls}}\"}],[\"$\",\"p\",\"67\",{\"children\":[[false,\"ASA isn't just about holding music; it covers the time spent waiting in queue till the agent picks up the call. Though it excludes the \"],[\"$\",\"a\",null,{\"href\":\"/cxm/interactive-voice-response/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"interactive voice response\"]]}],[false,\" (IVR) system navigation time, it clearly shows the team's efficiency.\"]]}],[\"$\",\"p\",\"68\",{\"children\":[[false,\"It's similar to First Response Time (FRT), spotlighting the swift addressing of customer calls. However, ASA carries a specific weight. It conveys how quickly your team moves to bring a hopeful resolution to a customer's concern.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"8. Average Handle Time (AHT)\"]]]}],[\"$\",\"p\",\"70\",{\"children\":[[false,\"One of the most crucial call center KPI is \"],[\"$\",\"a\",null,{\"href\":\"/cxm/average-handle-time/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Average Handle Time\"]}]]}],[false,\". This is the total duration, on average, that an agent spends with a customer.\"]]}],[\"$\",\"p\",\"71\",{\"children\":[[false,\"The calculation is as follows:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1pCdEpg2fHahZorxNOCP8g\",\"title\":\"Average handling time (AHT)\",\"expression\":\"\\\\text{AHT}=\\\\frac{\\\\text{Total talk time} + \\\\text{Total hold time} + \\\\text{Total after-call work}}{\\\\text{No. of inbound calls} - \\\\text{No. of calls abandoned in 5 seconds or less}} \\\\times 100\"}],[\"$\",\"p\",\"73\",{\"children\":[[false,\"AHT is a valuable gauge to set performance benchmarks for the entire team and to identify who may need more \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/customer-service-coaching/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service coaching\"]}]],\"prefetch\":true}],[false,\".\"]]}],[\"$\",\"p\",\"74\",{\"children\":[[false,\"It's a metric that matters: a low AHT can indicate efficiency, leading to better productivity and happier customers. However, it's essential to balance this speed with quality solutions. After all, the aim is to help customers effectively, not rush them through the process.\"]]}],[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"💡\"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\" Pro Tip: \"]}],[false,\"To lessen average handle time, consider implementing \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-service-workflows/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service workflows\"]}]]}],[false,\". What are they, you ask? A customer service workflow is a standardized process that guides agents through each customer interaction with precision. Automating and structuring each step, significantly slashes the time agents spend handling issues, enabling them to resolve queries faster and more efficiently.\"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"See how an agent follows a step-by-step process while interacting with a customer reporting an issue with their phone charger using \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/guided-workflow/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Sprinklr Service Guided Workflows\"]}]]}],[false,\"👇\"]]}],[\"$\",\"$L19\",\"2\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/22YA7YY6rw6foKr3yAiPU8/d2edbc70185c73d93c1f16f5855f0986/Sprinklr_guided_workflows_in_action.webp\",\"height\":2400,\"width\":3840,\"alt\":\"Sprinklr guided workflows in action\"}]]}]}]}]}],[\"$\",\"p\",\"76\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Dive deeper\"]}],[false,\": \"],[\"$\",\"$L2f\",null,{\"href\":\"/blog/customer-service-coaching/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Customer service coaching tips\"]],\"prefetch\":true}],[false,\"\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"9. Customer Effort Score (CES)\"]]]}],[\"$\",\"p\",\"78\",{\"children\":[[false,\"\"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-effort-score/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Customer Effort Score\"]]}],[false,\" is a critical call center KPI that measures how much effort a customer has to put in to get their issue resolved. \"]]}],[\"$\",\"p\",\"79\",{\"children\":[[false,\"It's based on this simple question: \"]]}],[\"$\",\"p\",\"80\",{\"children\":[[\"$\",\"i\",\"0\",{\"children\":[false,\"\\\"On a scale of 1 to 7 (7 means 'Strongly Agree' and 1 signifies 'Strongly Disagree'), did our service make it easier for you to solve your problem?\\\"\"]}]]}],[\"$\",\"p\",\"81\",{\"children\":[[false,\"The score is then calculated as follows according to the customer responses:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"7h2HAa0jg1bT0jEAmXS77D\",\"title\":\"CES\",\"expression\":\"\\\\text{CES}= \\\\frac{\\\\text{Total sum of effort ratings }}{\\\\text{Total number of responses}}\"}],[\"$\",\"p\",\"83\",{\"children\":[[false,\"The ultimate goal is to minimize customer effort. Factors such as long queue times and frequent transfers can increase customer effort, negatively impacting the CES. On the other hand, having well-trained agents who efficiently address customer needs can significantly reduce customer effort, leading to an improved CES. It's all about creating a seamless experience where customers feel supported and their problems are resolved with minimal hassle.\"]]}],[\"$\",\"p\",\"84\",{\"children\":[[false,\"In essence, CES reflects how straightforward it makes the customer resolution process.\"]]}],[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"py-4 border-y-2 border-lightGrey tablet-sm:py-6 bg-white\",\"children\":[[\"$\",\"$16\",null,{\"fallback\":null,\"children\":[\"$\",\"svg\",null,{\"xmlns\":\"http://www.w3.org/2000/svg\",\"fill\":\"none\",\"viewBox\":\"0 0 99 80\",\"className\":\"w-[22px] h-4 tablet-sm:w-7 tablet-sm:h-5 desktop-lg:w-[38px] desktop-lg:h-7\",\"children\":[[\"$\",\"path\",null,{\"fill\":\"url(#quote_svg__a)\",\"d\":\"m27.9.85 14.4 11.4c-9.6 5.7-19.8 18-21.6 28.2.6-.3 3-.6 5.1-.6 9.9 0 17.7 7.8 17.7 18.9 0 11.1-9 20.4-20.4 20.4-12.3 0-23.1-9.9-23.1-27.3 0-20.7 11.4-39.3 27.9-51Zm55.5 0 14.4 11.4c-9.6 5.7-19.8 18-21.6 28.2.6-.3 3-.6 5.1-.6 9.9 0 17.7 7.8 17.7 18.9 0 11.1-9 20.4-20.4 20.4-12.3 0-23.1-9.9-23.1-27.3 0-20.7 11.4-39.3 27.9-51Z\"}],[\"$\",\"defs\",null,{\"children\":[\"$\",\"linearGradient\",null,{\"id\":\"quote_svg__a\",\"x1\":-181.5,\"x2\":27.75,\"y1\":146.812,\"y2\":-118.356,\"gradientUnits\":\"userSpaceOnUse\",\"children\":[[\"$\",\"stop\",null,{\"stopColor\":\"#FCB549\"}],[\"$\",\"stop\",null,{\"offset\":0.427,\"stopColor\":\"#8ECD7B\"}],[\"$\",\"stop\",null,{\"offset\":1,\"stopColor\":\"#34C8ED\"}]]}]}]]}]}],[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 mt-4 text-slateGray text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 empty:last-of-type:prose-p:min-h-0 empty:last-of-type:prose-p:mt-0\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"i\",\"0\",{\"children\":[false,\"Customer effort is 40% more accurate at predicting customer loyalty as opposed to customer satisfaction.\"]}]]}],[\"$\",\"p\",\"1\",{\"children\":[[\"$\",\"i\",\"0\",{\"children\":[false,\"\"]}],[\"$\",\"$L32\",null,{\"href\":\"https://www.gartner.com/smarterwithgartner/unveiling-the-new-and-improved-customer-effort-score\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"Andrew Schumacher\"]]}],[false,\"\"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Senior Principal, Advisory\"]]}]]}]]}]}],[\"$\",\"p\",\"86\",{\"children\":[[false,\"Therefore, it's crucial to consistently meet customer expectations, not merely exceed them for a slight boost in loyalty.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"10. Customer Churn Rate (CCR)\"]]]}],[\"$\",\"p\",\"88\",{\"children\":[[false,\"Keeping a pulse on the Customer Churn Rate is vital in the call center KPI scorecard. This metric reveals the percentage of customers who've stopped using your services within a specific period.\"]]}],[\"$\",\"p\",\"89\",{\"children\":[[false,\"Use this formula to calculate the CCR:\"]]}],[\"$\",\"$L30\",null,{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"ogus0EaTutoAnGIgelOHi\",\"title\":\"Customer churn rate formula\",\"expression\":\"\\\\text {Customer churn rate} = \\\\frac{\\\\text {Customers at the beginning of the period} - \\\\text{Customers at the end of the period}}{\\\\text{Customers at the beginning of the period}} \\\\times 100\"}],[\"$\",\"p\",\"91\",{\"children\":[[false,\"If your CCR is high, it's a sign that your customers are not satisfied with your service, possibly due to unresolved issues or poor communication.\"]]}],[\"$\",\"p\",\"92\",{\"children\":[[false,\"Agent performance plays a crucial role in reducing CCR. Agents are your business's voice and face, and their ability to address customer complaints effectively can significantly reduce the customer churn rate.\"]]}],[\"$\",\"p\",\"93\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"👉 Bonus Read:\"]}],[\"$\",\"i\",\"1\",{\"children\":[\"$\",\"strong\",null,{\"className\":\"font-bold\",\"children\":[false,\" \"]}]}],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-service-metrics/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Top Customer Service Metrics to Track\"]]}],[\"$\",\"i\",\"3\",{\"children\":[false,\"\"]}]]}],[\"$\",\"p\",\"94\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Concluding note\"]}]]}],[\"$\",\"p\",\"95\",{\"children\":[[false,\"To achieve success in the call center industry, it is crucial to prioritize customer satisfaction, agent performance, and operational efficiency. Tracking\"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\" \"]}],[false,\"call center KPIs is essential for optimizing call center operations and delivering exceptional customer experiences. By focusing on the above-mentioned call center KPI examples, you can identify areas for improvement and drive meaningful results.\"]]}],[\"$\",\"p\",\"96\",{\"children\":[[false,\"A unified call center solution like \"],[\"$\",\"$L2f\",null,{\"href\":\"/products/customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Sprinklr Service\"]}]],\"prefetch\":true}],[false,\" offers a unified agent desktop for agents to access all caller information at one glance and shorten the wait time. In addition, automated workflows enable your agents (even new ones) to deliver quick answers in the first go, keeping your CSAT high and churn low at all times.\"]]}],[\"$\",\"p\",\"97\",{\"children\":[[false,\"Still skeptical? Take Sprinklr on a free spin for 30 days and discover how it can help your organization elevate its customer experience strategy.\"]]}],[\"$\",\"$L18\",null,{\"contentType\":\"cta\",\"id\":\"6QWdCXNpKS21bGjMpLvRoH\",\"name\":\"START MY FREE TRIAL \",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Start my Free Trial\",\"action\":\"NAVIGATE\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"Start my Free Trial\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Start my Free Trial\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}],[\"$\",\"$L33\",null,{\"contentType\":\"templateAccordion\",\"id\":\"LDoWzKSBHP468AbDASQDx\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"2XINgmcSNkOWm4xEuYs9ne\",\"name\":\"Can technology advancements influence the choice of call center KPIs?\",\"title\":\"Can technology advancements influence the choice of call center KPIs?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, technology advancements can influence the choice of call center KPIs by enabling more accurate data collection, real-time monitoring and analysis of customer interactions, leading to the identification of new metrics and the refinement of existing ones.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5ppNJYw0vrs9wSt5t88KWj\",\"name\":\"Can call center KPIs help predict customer needs and trends?\",\"title\":\"Can call center KPIs help predict customer needs and trends?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, call center KPIs can help predict customer needs and trends by analyzing patterns in customer interactions, such as common inquiries, complaints or feedback. This data can inform proactive strategies to address emerging needs and anticipate future trends.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7kYZZHt13N29FvCsKRWldp\",\"name\":\"How often should call center KPIs be reviewed and updated?\",\"title\":\"How often should call center KPIs be reviewed and updated?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Call center KPIs should be reviewed and updated regularly, ideally on a monthly or quarterly basis, to ensure they remain aligned with business goals, evolving customer needs and industry best practices. Additionally, KPIs should be adjusted as necessary based on performance trends and feedback from stakeholders.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"31bP1XLHaBmNHeLDtfkE4R\",\"name\":\"What are innovative ways to visualize call center KPI data for better decision-making?\",\"title\":\"What are innovative ways to visualize call center KPI data for better decision-making?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Interactive dashboards with real-time data updates and drill-down capabilities. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Heat maps to highlight peak call times or areas with high customer satisfaction. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Trend analysis charts to track KPI performance over time and identify patterns. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gamification elements to encourage agent engagement and performance improvement.\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}]]}]}],[\"$\",\"$L34\",null,{\"banner\":{\"contentType\":\"widgetBlogBanner\",\"id\":\"1z8knrwQS63pu8n3vjr1ln\",\"name\":\"Blog Post Banner - Sprinklr Service\",\"title\":\"Let Sprinklr reduce your contact center costs\",\"description\":\"Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.\",\"cta\":{\"contentType\":\"refreshCta\",\"id\":\"7yE6NZNAYYaAovtR4ytgcw\",\"name\":\"Start Free Trial\",\"type\":\"BUTTON\",\"label\":\"Start Free Trial\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"action\":\"NAVIGATE\",\"variant\":\"primary\",\"size\":\"lg\",\"isOpenNewTab\":false}},\"tocNodes\":[],\"relatedArticles\":[{\"id\":\"6pMcEmH6pipiQCknpeutFK\",\"title\":\"Important Call Center KPI Benchmarks by Industry \",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"1lGCrJHX5Ql0rwU3kc84xO\",\"authorName\":\"Pradeep Vasudev\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"01RdqT67aDbOXAD3IstRzE\",\"seoTitle\":\"Pradeep Vasudev\",\"seoDescription\":\"Get the latest articles and insights from Pradeep Vasudev. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Pradeep Vasudev\"},\"person\":{\"contentType\":\"person\",\"id\":\"63aqXFH4nX1UtLOcrHVtwX\",\"entryTitle\":\"Pradeep Vasudev\",\"name\":\"Pradeep Vasudev\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"65hBESMA9zXJgIxFKWg4zT\",\"title\":\"Pradeep V\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/65hBESMA9zXJgIxFKWg4zT/0e8215c0f8e5f400dd9018bbf2f69491/Blog_profile.png\",\"details\":{\"size\":1296535,\"image\":{\"width\":1000,\"height\":1000}},\"fileName\":\"Blog_profile.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Pradeep Vasudev has over five successful years of experience in B2B SaaS marketing. In his current role at Sprinklr as a senior content specialist, he focuses on producing insightful organic content that helps businesses worldwide improve their customer experience. Outside work, he's an avid biker who loves traveling to offbeat destinations and a hobbyist mobile photographer.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"pradeep-vasudev\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"b7wrAGiUA3tY0Lar8jxeT\",\"authorName\":\"Issac Thomas\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6OJVe5QGkeUE1rR03J161\",\"seoTitle\":\"Issac Thomas\",\"seoDescription\":\"Get the latest articles and insights from Issac Thomas. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Issac Thomas\"},\"person\":{\"contentType\":\"person\",\"id\":\"6fgeAQjbYOivQtCZuIHeBn\",\"entryTitle\":\"Issac Thomas\",\"name\":\"Issac Thomas\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"4m7jWXHak4SC0emRgOKXCh\",\"title\":\"Isaac thomas\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m7jWXHak4SC0emRgOKXCh/959c50d24359012b31be26eb2b539735/IMG_for_headshot.jpg\",\"details\":{\"size\":54274,\"image\":{\"width\":1424,\"height\":1424}},\"fileName\":\"IMG for headshot.jpg\",\"contentType\":\"image/webp\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Meet Issac Thomas, a wordsmith extraordinaire with a flair for writing engaging content assets across the B2B buyer journey. He has worked for #ARM Worldwide, XOXOday and Anteriad. An IIM Trichy alumni, Issac is currently working at Sprinklr crafting compelling stories. In his free time, he loves being a movie buff and a book nerd.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"issac-thomas\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center KPIs — sounds like a scary term, doesn’t it? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Well, let me explain it in simple terms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Think of it this way: Imagine you are organizing a road trip to a faraway place. To get to the destination safely and on time, you’d choose the GPS to be your trusted friend, wouldn’t you? The GPS would display the best way to get there, the anticipated arrival time and even provide real-time updates on your location to guarantee a smooth and comfortable drive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Likewise, call center key performance indicators (KPIs) serve as navigational tools to drive transformation and quality in your call center’s operations, people and strategies. Every industry — such as retail, e-commerce, consumer packaged goods (CPG), technology, banking, financial services and insurance (BFSI) — has its own benchmarks for each call center KPI. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tracking these industry-specific call center KPIs enables your business to optimize operations resulting in increased efficiency and competitiveness in your market — ultimately enhancing customer satisfaction in the long run. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Understanding call center KPI benchmarks \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call center key performance indicators\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" are used to measure the efficiency and effectiveness of your call center operations, while benchmarks are the numbers or percentages that these KPIs have to achieve to ensure an ideal state of operation. By benchmarking these KPIs against industry standards, your business can acquire insights into your strengths and improvement areas as compared to the competition. You get a yardstick to measure your competitive viability and improve your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer support strategies\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Importance of call center KPI benchmarks across different industries \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Retail \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average handle time (AHT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe average amount of time an agent spends on a call during a customer interaction is tracked as the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average handle time (AHT)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Longer wait times may cause potential consumers to forego making purchases, hence it is critical for the retail business to keep AHT around the industry average of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/industry-standards-metrics-125584.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"5.4 minutes\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"80BJxC7Jf3xiwf8rZh8KW\",\"title\":\"💡Did you know? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Did you know?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"You can reduce the average handle time by 35% by deflecting voice calls to live chat, routing callers to your best-suited agents for faster resolution. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Watch how Sprinklr does this seamlessly, bringing down handle time and maintaining caller satisfaction: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5NvCUXUc1jCBYGO5GyE90y\",\"title\":\"Deflection from voice to live chat in Sprinklr\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5NvCUXUc1jCBYGO5GyE90y/054da078087d6d19a5d30c54756877b8/Deflection_from_voice_to_live_chat_in_Sprinklr.png\",\"details\":{\"size\":85330,\"image\":{\"width\":408,\"height\":436}},\"fileName\":\"Deflection from voice to live chat in 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\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average handle time (in minutes) \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Telecommunications \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8.8 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Retail \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5.4 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Financial services \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4.7 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Business \u0026 IT services \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4.7 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First call resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\nRetail call centers strongly emphasize handling consumer inquiries and complaints during the initial call and maintaining a high first call resolution rate. The benchmarking database maintained by MetricNet indicates that the average net FCR for service desks globally is around \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/First%20Contact%20Resolution.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"74%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/first-call-resolution-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Tips to Improve Your Contact Center’s First Call Resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer retention rate \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"The consumer retention rate benchmark for B2B retail is between 76% and 81%. Retailers can assure client loyalty and repeat business by using call center KPI benchmarks that help focus on improving \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" (CSAT) \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CSAT or customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a critical metric, usually the first and the most important one to be tracked in any call center environment. For e-commerce call centers, CSAT’s industry average is at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.theacsi.org/industries/retail/online-retailers/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"80%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sector\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"CSAT (%)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Retail \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"75 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"80 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Automotive \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"77 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CPG \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"80 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Abandoned call rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCall centers for e-commerce businesses receive a significant volume of inbound calls. Brands usually monitor abandoned call rates to see whether consumers are having trouble getting through to agents, which might result in a possible revenue loss. Typically, the abandoned call rate can be anywhere between \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/call-abandonment-rate-improve-it-209779.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"2-5%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Upsell and cross-sell conversion rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nE-commerce contact centers, especially \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/outbound-call-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"outbound call centers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", strongly emphasize upselling and cross-selling items. In this aspect, monitoring conversion rates helps in optimizing revenue from each consumer's engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Consumer Packaged Goods (CPG) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCall center representatives for CPG businesses must have in-depth product expertise to maximize ROI and drive \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". KPIs strongly emphasize the veracity of the data agents deliver, ensuring that customer queries are effectively answered. Almost \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/images/resources/2022/2022-cch-survey-final-221020.pdf\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"26% of customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" value knowledgeable advisors, which indicates a clear inclination of CPG businesses toward ensuring customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nIn the CPG sector, a high \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" might harm the brand's reputation. Making sure customers have a seamless and positive calling experience is made possible by monitoring this KPI. An abandonment rate of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/measure-call-abandon-rate-75869.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"less than 5%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is considered ideal for call centers to operate efficiently. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First response time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Over 50%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of retail customers worldwide prefer having a phone conversation over any other support medium to resolve urgent issues — which emphasizes the need to have a remarkable first response time to address customer queries quickly. With quicker first responses, your customers feel valued and are more inclined to make more purchases with your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1HId66ARVAFjN6XyEjV6Tc\",\"title\":\"💡3 key call center software capabilities that help reduce first response times \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"3 key call center software capabilities that help reduce first response times\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In order to improve your first response time, look for a call center solution that offers robust: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/automatic-call-distribution/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"ACD (Automatic call distribution)\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to route incoming calls to the most appropriate agent based on various criteria such as skill level, availability or the nature of the inquiry. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"IVR (Interactive voice response)\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to gather information from callers before directing them to the appropriate department or agent. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/skill-based-routing/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Skill-based Routing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to assign specific skills or expertise to individual agents. When a call comes in, the system routes it to the agent best equipped to handle the particular issue or inquiry, reducing the need for transfers and ensuring faster resolution. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service boasts of these capabilities plus many more to help you beat the best in your industry. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Skeptical? Take Sprinklr on a free 30-day trial and witness the results firsthand. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5GDd209490l2hTcXEwow4l\",\"name\":\"Supercharge Your Response Times with Sprinklr\",\"type\":\"BUTTON\",\"text\":\"Supercharge Your Response Times with Sprinklr\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Technology\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average speed of answer (ASA)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nHigh call volumes are a problem for the technology sector's average speed of answer (ASA). To ensure prompt responses and customer satisfaction, ASA tracks the amount of time it takes to respond to consumer calls. The industry benchmark for ASA is often \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"28 seconds or less\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nTechnology call centers prioritize reducing the work required by customers to resolve difficulties. The use of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" as a standard helps to provide a seamless user experience. A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/how-to-calculate-customer-effort-94671.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"lower score nearing 1\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is considered a good standard for CES in the tech sector. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. Banking, Financial Services and Insurance (BFSI) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"(NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer loyalty is vital to the BFSI sector's \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". NPS standards are useful for assessing customer satisfaction and advocacy, which are critical for both retention and growth of your brand. The average net promoter score globally is \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.surveymonkey.com/curiosity/what-is-a-good-net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"+36 for the BFSI sector\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Industry \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Professional services \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Technology companies \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Consumer goods and services \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Average NPS \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+43 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+35 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+43 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Median NPS \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+50 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+40 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+50 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top quartile \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+73 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+64 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+72 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bottom quartile \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+19 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+11 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+21 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Editor’s Pick: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Improve Your Brand’s NPS [Tips + Examples]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"EdTech\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer churn rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer churn rate is the proportion of users that stop using the platform during a specific interval. For any business to be successful in the long run — especially for educational technology (EdTech) brands — churn reduction is essential. In 2019, the industry-standard churn rate for Edtech firms was \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sciencedirect.com/science/article/abs/pii/S1568494622000436\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"10.29%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First response time (FRT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nFRT is the time needed to address questions from students. Quick answers are necessary to maintain students' interest and motivation for their studies. The industry standard for a live chat is \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.practicalecommerce.com/kpis-for-ecommerce-customer-service\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"1 minute or less\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Automobile\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Adherence to service level agreements (SLAs)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAdherence to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"SLA\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is the proportion of calls answered within the allotted SLA time. In the automobile industry, prompt resolution of customer queries and concerns is essential. 80% of calls being answered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/images/resources/call-centre-helper-survey-report-are-you-delivering-exceptional-customer-service-2019-edition.pdf\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"within 20 seconds\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is frequently defined as the industry standard service threshold. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction index (CSAT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe automotive sector has an average CSAT of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.theacsi.org/news-and-resources/press-releases/2023/08/22/press-release-automobile-study-2022-2023/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"77%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". The call centers can focus on increasing this number by focusing on a proper understanding of the query and quick resolution, with zero confusion. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5 Essential capabilities in robust call center KPI tracking tools \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands must invest in sophisticated KPI tracking systems in order to maximize call center performance and reach business goals. The following are some key advantages of using such tools: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Performance visibility:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Modern KPI monitoring solutions offer real-time visibility into call center metrics, allowing managers to keep track of performance, see patterns and take rapid action when problems arise. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"8zgxkzPB7aorPKjM6VwLW\",\"title\":\"💡Sprinklr Pro Tip - \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sprinklr Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Look for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"top call center software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that offers a 360-degree view of your performance at agent, queue and floor levels, with dashboards that are easy to read and interpret. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-led data analytics:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Call center managers can make wise decisions and put plans in place to raise agent productivity, customer happiness and overall effectiveness by reviewing KPI data. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"62AXaAXMrn6h47lXVdrvom\",\"title\":\"⛔A Common Mistake to Avoid\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⛔A Common Mistake to Avoid\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While vetting \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service data analytics and reporting solutions,\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" often one overlooks advanced data like customer journey analytics and ends up picking basic tools. However, this can be a blunder if your callers tend to jump channels during interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why so? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-journey-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer journey analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" track the customer experience at every channel, yielding insights into things like: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At what point does the caller churn? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What point(s) shows the scope for improvement? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What's the most preferred touchpoint for callers? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Using these insights, you can plug gaps in the customer journey and optimize your call center KPIs effectively 😊 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Agent performance optimization:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" KPI tracking mechanisms let call centers evaluate the performance of individual agents and pinpoint areas for development. Managers can use this information to deliver specialized coaching, training and recognition, eventually improving agent engagement and retention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Real-time monitoring:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" It allows contact centers to identify growing problems and take proactive measures to solve them. Also, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered customer service solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" enable agents to monitor customer-related KPIs in real time and handle issues before they escalate. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel customer management:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Modern call centers handle interactions across several channels — including phone calls, emails, social media and live chat. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"A customer service solution with superior omnichannel capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" provides your agents with a holistic picture of client interactions across all touchpoints., which your agents can then use to provide a better quality of support and invariably improve customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Wrapping up\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Constantly monitoring all the above-mentioned metrics manually for your business can be tedious and inefficient, but it is essential for you to deliver the best customer service experiences and keep your customers happy. With powerful customer service like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can ensure you monitor your performance-critical metrics around the clock — and stay on top of your support game. In fact, you can rehearse how on top feels like for free for the next 30 days. How? Sign up for a full-featured trial of Sprinklr Service today! \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2tyFd5xyYNSOWCIxUPg1IE\",\"name\":\"Track and optimize your call center metrics for free\",\"type\":\"BUTTON\",\"text\":\"Track your call center metrics for free\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"bottomMargin\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"58uQHN1vgNfkFECZn8usJG\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"3eiyXOKv6W05YYzjR6FYyx\",\"name\":\"How often should call center forecasting be performed?\",\"title\":\"How often should call center forecasting be performed?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center forecasting should typically be performed regularly, depending on the call center's operational needs. Daily, weekly or monthly forecasts are common practices.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5sJaeUwDWk6cJ2zYXt0EQf\",\"name\":\"Can forecasting help with outbound call centers as well?\",\"title\":\"Can forecasting help with outbound call centers as well?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, call center forecasting is equally valuable for outbound call centers. It helps predict the number of agents required to make outbound calls and ensures optimal resource allocation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"G9s1nfcKAQxdL4oS4gm9T\",\"name\":\"What are the potential drawbacks of inaccurate forecasting?\",\"title\":\"What are the potential drawbacks of inaccurate forecasting?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Inaccurate forecasting can lead to either overstaffing, resulting in unnecessary costs or understaffing, leading to poor customer service and dissatisfaction.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"16Qjlh3uumvKFD5lNvSPNA\",\"title\":\"call-center-kpi-benchmarks-by-industry-banner\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/16Qjlh3uumvKFD5lNvSPNA/317bdfca8863a63d3347511667b937ed/call-center-kpi-benchmarks-by-industry-banner.jpeg\",\"details\":{\"size\":470243,\"image\":{\"width\":4896,\"height\":3264}},\"fileName\":\"call-center-kpi-benchmarks-by-industry-banner.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/call-center-kpi-benchmarks-by-industry/\"},{\"id\":\"49oQXT15K4t9LdQjXv9dxd\",\"title\":\" How to measure call center productivity\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"ZtKbWT5b3LUYav7OfogyK\",\"authorName\":\"Sprinklr Team\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6RWPfYpoWjDTbwWOyICvmb\",\"seoTitle\":\"Sprinklr Team\",\"seoDescription\":\"Get the latest articles and insights from Sprinklr Team. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"2g0VEwvAxj3FMTXLFpkChu\",\"entryTitle\":\"Sprinklr Team\",\"name\":\"Sprinklr Team\",\"type\":\"BLOG_AUTHOR\",\"slug\":\"sprinklr-team\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ring, ring! Welcome to the world of call centers — where customer care agents create delightful experiences that make your users happy and satisfied with your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As long as call centers have existed, businesses have determined their operational efficiency with an umbrella term known as “call center productivity”. But how can we measure call center productivity — is it just as simple as knowing a couple of key metrics? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we will explore the various aspects of call center productivity, the best evaluation methods, essential metrics to track and practical tips to enhance call center performance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What is call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center productivity refers to the degree of efficiency and effectiveness with which a call center operates every day — to handle customer interactions, resolve issues and achieve organizational goals. It can be measured through various \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center key performance indicators (KPIs)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", which provide insights into the performance of agents, efficiency of processes and the productivity of the call center as a whole. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let's put things in perspective with an example. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider two call centers, A and B, both equipped with 50 agents each.   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center A's agents collectively resolve 500 support tickets in a day \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center B's agents handle an impressive 1,000 total support tickets   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At first glance, it appears that call center B is more productive. But, hear us out. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What if, in call center A, one agent skillfully resolves three tickets within an hour, while another agent tackles one high-stakes ticket that has a substantial impact on revenue generation? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is to say, productivity isn't measured with just one or two metrics. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"So, what is the best way to measure call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" The best approach to measuring productivity includes a combination of quantitative data and qualitative call insights.   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Quantitative data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" involves numerical metrics that provide concrete performance figures. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Qualitative insights \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"involve gathering feedback from customers, agents and supervisors to gauge the quality of interactions and customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What are the most important metrics for measuring call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let's delve into a concise compilation of call center metrics that play a vital role in assessing agent productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First call resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"First call resolution (FCR) focuses on the number of customers whose issues were successfully resolved during their initial call, indicating your support team's efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate FCR:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Number of resolved calls on the first contact / total number of calls) X 100\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A high FCR signifies that your agents possess the prowess to assist customers promptly, eliminating the need for follow-up calls or repetitive interactions. In cases where the issue remains unresolved after the first call, customers might need to call repeatedly, consuming more of your agents' valuable time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Learn more: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/first-call-resolution-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Tips to improve your call center’s first call resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average handling time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average handling time (AHT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"reflects the amount of time call center agents dedicate to customer interactions and engagements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate AHT:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Total talk time + after-call work time) / total number of calls\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A low AHT indicates that your agents are adept at managing their time during calls and efficiently resolving issues, leading to heightened productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, maintaining high-quality customer service and providing seamless customer experiences should remain the top priority even when focusing on reduced handling times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The term \\\"abandoned calls\\\" refer to the ones that go unanswered or are missed due to various reasons:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers disconnect because of lengthy IVR conversations/high wait times for human agents \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers wait in the queue but disconnect before they can talk to an agent due to previous unsatisfactory experiences \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers wait in the queue but find answers through self-service portals before they talk to an agent \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate call abandonment rate:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" (Number of calls abandoned / total number of incoming calls) X 100. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A persistently high abandonment rate necessitates a careful examination of your processes, tools and resources. You might have to consider optimizing operations, upgrading tools, hiring more in-house agents or even the possibility of outsourcing entire teams to tackle this issue. \\n \\nAccording to industry standards, a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of 2% is considered excellent while a 5% rate is considered acceptable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction levels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction (CSAT)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" score is derived from customer feedback gathered through a post-call survey, where customers are asked to rate their resolution experience on a scale of 1 to 5. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate CSAT:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Number of satisfied customers / number of customers who responded to the survey) X 100\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This customer-centric metric holds immense value as it provides a first-hand evaluation of your service from the customers themselves. It places significant importance on your customers' perception of the resolution quality. A soaring CSAT score essentially signifies that your agents are excelling in delivering effective solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" gauges customer loyalty by asking customers how likely they are to recommend the company's services to others. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate NPS:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Percentage of detractors - percentage of promoters\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The customers that give high scores (9-10) are considered promoters, while detractors are the participants that give a score of 0-6. NPS helps businesses assess their overall customer satisfaction and identify potential \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-brand-advocates/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand advocates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", making it a powerful tool for enhancing customer experiences and driving growth.  \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to measure productivity accurately?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that we've discussed all the essential metrics related to call center productivity, let's learn more about the ways we can accurately calculate and understand call center productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Utilize the call center productivity formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\nTo obtain a high-level view of your call center's productivity, employ this formula: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center productivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" = \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Total number of resolved calls / total number of handled calls) X 100.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The above-mentioned formula helps calculate the percentage of resolved calls against all calls that were handled by your team, allowing you to quickly assess your efficiency in resolving customer issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Implement call center analytics software\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize advanced call center analytics software to monitor real-time KPIs, automate data collection and generate comprehensive reports. This software enables decision-makers in the support process to identify areas for improvement more efficiently. With robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analytics and reporting solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", call center managers can measure and track key performance indicators (KPIs). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Integrate customer feedback\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Incorporate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/surveys/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for feedback and sentiment analysis tools to gather qualitative insights. Analyzing customer feedback helps understand pain points, agent performance and areas where service can be enhanced. \\n \\nAI capabilities can also play a crucial role in understanding customer sentiments, trends and feedback across different channels. In fact, AI-driven \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" helps your call center determine customer satisfaction levels and identify action plans to improve the support experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Schedule regular performance reviews\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conduct regular performance reviews with agents to discuss their KPIs, provide constructive feedback and set achievable goals. Training sessions tailor-made from your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-scorecard/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"agent performance scorecards\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" combined with personalized guidance can improve agent performance significantly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Weigh against industry standards with benchmarking\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Compare your call center's productivity metrics against industry benchmarks to gain insights into your performance relative to competitors. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/competitive-benchmarking/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Competitive benchmarking\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can help identify areas where you and your team might have scope for improvement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5 Tips to improve your call center productivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"   \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that we’ve talked extensively about productivity and how we can measure it, here are some of the best, proven ways to improve your call center’s productivity standards. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Enhance your self-service options\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A study by Harvard Business Review indicates that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://hbr.org/2017/01/kick-ass-customer-service\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"81%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of customers prefer to find answers by themselves. \\n \\nStrengthening your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" not only earns you the title of a customer experience champion — but also grants your support team the freedom to tackle critical and high-impact support tickets; it's a win-win! \\n \\nHere are some valuable tips to set up a successful self-service workflow: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Craft an informative FAQ page or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leverage automation technology (such as chatbots/voicebots) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor and update your self-service portals periodically \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Make agent intervention available for complex issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Embrace omnichannel support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To outshine your competitors, delivering exceptional customer service and experience is key. One way to achieve this is being available to your customers wherever they may be, through.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6ovDiSWDqMnroEdhAoaz1Z\",\"title\":\"Sprinklr Service's omnichannel agent dashboard displays messages from various channels\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6ovDiSWDqMnroEdhAoaz1Z/9225ba05ac59f1dbb3de499cf6e80564/call-center-productivity-omnichannel-support-sprinklr.webp\",\"details\":{\"size\":131774,\"image\":{\"width\":1403,\"height\":1151}},\"fileName\":\"call-center-productivity-omnichannel-support-sprinklr.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Train your teams to handle communication across various channels such as phone calls, emails, chat, messaging apps and other relevant platforms. Upskilling your team with omnichannel exposure can help you deliver consistent support across your active channels, significantly elevating the quality of customer service you provide. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Equip your agents with a cutting-edge tech stack\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A powerful call center solution empowers your agents to deliver their best performance and complements your call center's productivity efforts. \\nYou can boost call center productivity with a range of advanced features such as call tagging, filtering, call forwarding, queue management and advanced analytics. These functionalities work in perfect harmony, creating a productive and streamlined support environment. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Continuous monitoring and training\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You might put in a lot of effort to improve the quality of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-call-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service in your call center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" — but without rigorous progress tracking, you might end up at the same place you started. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"Yq95ywXrc4179NEoItjv9\",\"title\":\"Reporting dashboard from Sprinklr Service displays critical call center metrics\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/Yq95ywXrc4179NEoItjv9/e1b955657f678d814a6a5a8647a1d0d3/call-center-productivity-reporting-sprinklr-service.webp\",\"details\":{\"size\":137248,\"image\":{\"width\":1683,\"height\":1320}},\"fileName\":\"call-center-productivity-reporting-sprinklr-service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While analyzing the analytics within your call center software is essential, taking decisive action based on the insights is even more critical. By gaining visibility into agent performance in calls, you can identify precise areas for enhancement and create customized training modules that result in measurable improvements.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Encourage employee engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engaged agents are more likely to deliver better customer service. Foster a positive work environment and recognize and reward agent achievements periodically. In addition to that, you can also involve employees in decision-making processes and seek their input on operational improvements to further boost engagement levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Final thoughts\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center productivity has become a key metric especially after the pandemic hit — since teams have been struggling to keep up their quality and efficiency while working in a hybrid setup. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, well-equipped call center software can significantly boost your call center productivity by empowering your agents to provide better quality of customer service, setting you up for long-term success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you're looking to take your call center to the next level, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is one of the industry's best call center solutions that can help you streamline operations, boost agent productivity and elevate customer satisfaction. Powered by the world's only unified customer experience management platform, Sprinklr Service provides you with business-critical call center capabilities such as:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"unified agent desktop\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for agents to manage all call processes from a single platform \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Fully customizable dashboards with role-based access control \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center reporting and analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered insights to improve your customer conversations and call center operations \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Interested to know more? \\n \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/try/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"START A FULL-FEATURED FREE TRIAL\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"6j4Nxh2l2xZHzKXK6WFZs2\",\"name\":\"FAQ - Blog -   How to measure call center productivity\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"17ciXFCpTmZeJYnrkertU2\",\"name\":\"FAQ 1 - How often should I measure call center productivity?\",\"title\":\"How often should I measure call center productivity?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"It is recommended to measure call center productivity regularly, at least every month. Also, different productivity metrics might need to be tracked at different intervals – for example, call-related metrics like handling time and abandonment rate need to be tracked constantly, while customer-related metrics such as CSAT or NPS are tracked at a more relaxed interval. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"33C9lXLq39CoVEOii2Z23t\",\"name\":\"FAQ 2 - What factors can negatively impact call center productivity? \",\"title\":\"What factors can negatively impact call center productivity?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Factors such as inadequate agent training, high call volumes, insufficient staffing and outdated technology can negatively impact call center productivity. Addressing these issues can lead to significant improvements.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1D7G8sSeZ8As67pyScNXzB\",\"name\":\"FAQ 3 - Can call center productivity metrics change over time? \",\"title\":\"Can call center productivity metrics change over time?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, call center productivity metrics can change over time due to various factors, such as seasonal fluctuations, changes in customer behavior or modifications to business processes.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":true,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":false,\"noContainerTopBottomPadding\":false,\"bottomMargin\":\"MEDIUM\",\"topMargin\":\"SMALL\"}}}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"1Iis72Z2BHAutuxs4hgQdd\",\"title\":\"call-center-productivity-blog-banner\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1Iis72Z2BHAutuxs4hgQdd/8d0a54f6da5ca368294778129edc08b4/call-center-productivity-blog-banner.jpg\",\"details\":{\"size\":1050178,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"call-center-productivity-blog-banner.jpg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/how-to-measure-call-center-productivity/\"},{\"id\":\"59MhW0756tuoWAbpBp8hnI\",\"title\":\"Call Center Reporting Guide for Businesses\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"5IVI1JbU8AUNlyuSYl6fw2\",\"authorName\":\"Surbhi Nahata\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"3MyHEudokGhQNuNrofNHpQ\",\"seoTitle\":\"Surbhi Nahata\",\"seoDescription\":\"Get the latest articles and insights from Surbhi Nahata. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Surbhi Nahata\"},\"person\":{\"contentType\":\"person\",\"id\":\"42Ko2wyXUULC6H8GegXvBR\",\"entryTitle\":\"Surbhi Nahata\",\"name\":\"Surbhi Nahata\",\"title\":\"Guest Contributor\",\"companyDivision\":\"Freelancer\",\"image\":{\"id\":\"4fXVJ0lgMxS0ognlUGd64z\",\"title\":\"Surbhi Nahata\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4fXVJ0lgMxS0ognlUGd64z/112e986267ab609e0d3eec7e6e419752/Surbhi_Nahata.jpeg\",\"details\":{\"size\":59261,\"image\":{\"width\":1000,\"height\":1000}},\"fileName\":\"Surbhi Nahata.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Surbhi is a marketing professional with expertise in crafting compelling content and pioneering B2B marketing campaigns that ignite excitement. She possesses excellent interpersonal skills and a collaborative communication style, which has enabled her to successfully manage high-stakes projects. Apart from work, Surbhi can often be found doodling or immersed in the depths of a fiction novel. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"surbhi-nahata\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7aNfXKcvsIqJJ0ukFIvluk\",\"authorName\":\"Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call centers are under immense pressure today to deliver consistent customer service across traditional and digital customer service channels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While trained frontline call center agents adeptly handle customer interactions, manager and leader roles have become a delicate balancing act — ensuring that call center operations remain efficient while positively impacting the bottom line. To navigate this, they employ call center reporting—a systematic process for collecting and analyzing call center and agent performance data, typically presented through dashboards. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Today, call center reporting has become indispensable for ensuring seamless operations and meeting customers' elevated expectations. \\n \\nIn this blog, learn everything about call center reporting — key metrics, formulas to calculate them and how call centers interpret this information. Also, explore the tangible benefits of call center reporting and best practices to elevate your approach to customer service excellence. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is call center reporting? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center reporting is the process of collecting, analyzing and presenting data related to call center performance and customer interactions. The data is gathered through various customer service channels, including reports, dashboards, scorecards, analytics tools and performance summaries. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It's a bit like assembling a jigsaw puzzle. You collect data from different sources like your automatic call distribution, IVR and workforce management systems, and then covert that raw data into user-friendly reports to create the overall picture. The reports rely heavily on visual aids like charts and graphs for quick comprehension. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does call center reporting improve customer service? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Effective call center reporting plays a crucial role in ensuring top-notch customer service. Here's how it contributes: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Performance monitoring \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Call center reporting allows you to closely monitor call center agents' performance, ensuring they meet pre-defined service level agreements (SLAs) and deliver consistent service quality. You can customize your call center reports to align performance metrics with your business's unique standards and goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Issue identification \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\n\\nCall center reports help identify recurring issues or bottlenecks in the customer service process, so you can so you can adopt a proactive approach to problem-solving. These reports typically represent issues visually, helping supervisors prioritize and address them efficiently. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Resource allocation \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\n\\nBy analyzing the report's data, you can ace call center scheduling and optimize resource allocation for peak times. Customized reports also offer real-time insights, which means you can make instant adjustments to ensure the right number of agents are available at a given time. This dynamic approach enhances efficiency, syncing call center workforce management with customer demand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Good to know: Modern workforce management software uses AI to predict future case volumes, handling times and SLAs accurately across all channels based on historical data, with added flexibility to model events as adjustments. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"7zd6TvWoM7epkhL6ZBJWH6\",\"title\":\"Call center forecasting with Sprinklr Workforce Management Software\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7zd6TvWoM7epkhL6ZBJWH6/36132713fa733c0af8cc9cb1236fae0e/Call_center_forecasting_with_Sprinklr_Workforce_Management_Software.webp\",\"details\":{\"size\":459716,\"image\":{\"width\":1920,\"height\":1656}},\"fileName\":\"Call center forecasting with Sprinklr Workforce Management Software.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Quality assurance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\nReporting is vital for assessing and refining the quality of customer interactions. Customized reports can highlight script adherence, call opening, greeting and active call listening. Studying these reports helps you gain an in-depth understanding of the quality of services your agents provide. You can also use the findings to improve \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-training/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center agent training\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and facilitate targeted improvements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6MdEMDaOYcpcwRt9GczZao\",\"title\":\"Automated Agent Performance Scoring with Sprinklr Servic e\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6MdEMDaOYcpcwRt9GczZao/60f52557260c107256b08eaaed957539/Automated_Agent_Performance_Scoring_with_Sprinklr_Servic_e.webp\",\"details\":{\"size\":228622,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Automated Agent Performance Scoring with Sprinklr Servic e.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center reporting vs. call center analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Though sometimes mistaken for the same thing, call center reporting is different from call center analytics. Both terms have distinct purposes and focus areas. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Feature\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center reporting\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Purpose\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide structured data on operational metrics and call center KPIs \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize data to uncover patterns, trends and insights \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scope\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Focus on predefined metrics and key performance indicators \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Explore broader datasets, including unstructured data \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Data presentation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Present historical and real-time data in predefined reports \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Generate interactive dashboards, visualizations and ad-hoc analyses \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"User interaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"View static reports with limited interactivity \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use interactive tools and platforms for dynamic exploration \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Time sensitivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze current and past performance \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enable both historical analysis, real-time insights and future predictions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sample metrics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Average handle time, FCR, SL, call volume, call abandonment rate \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/case-third-pane/root-cause-analysis-rca/63d68fb0468ae80d39346b78\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"root cause analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", predictive modeling \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Goal\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor and measure day-to-day operational efficiency \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Gather insights for strategic decision-making and process improvement \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Use case\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor agent performance, workload and call center service levels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Identify trends, optimize processes and predict future scenarios \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Customer Service Analytics – A Comprehensive Guide\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key metrics to monitor for call center reporting \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To leverage call center reporting effectively, businesses must monitor key metrics and KPIs such as: \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"I. Agent performance reports \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average handle time (AHT) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AHT is the average time an agent spends handling a customer interaction, including talk time and any related after-call work. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2hQGN0ftZoJMSAbzgusR5c\",\"title\":\"Average Handle Time AHT formula\",\"expression\":\"\\\\text{Average handle time} = \\\\frac{\\\\text{Talk time + Hold or wait durations + After-call work time}}{\\\\text{Total number of calls handled}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideal interpretation: The lower the AHT, the better. As this indicates efficiency in resolving customer issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"First call resolution (FCR) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FCR is the percentage of customer issues resolved on the first interaction without the need for follow-up. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"5x56tH1EEnbrD1BvARzBup\",\"title\":\"First call resolution formula\",\"expression\":\"\\\\text{First Call Resolution}=\\\\frac{\\\\text{Number of issues resolved on first contact}}{\\\\text{Total number of interactions}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideal interpretation: A higher percentage indicates effective problem-solving and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"7jMm94XH32Aw84bYGMql8a\",\"name\":\"4 tips to improve FCR rate in your call center\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/W7IRyJgR_fE?si=eK9JBbLkVXg1iFyM\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call quality score \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These are scores assigned to evaluate the quality of interactions based on predefined criteria. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Typically determined through a scoring system based on agent performance criteria \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher scores indicate better adherence to quality standards.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Adherence to schedule \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This refers to the percentage of time an agent adheres to their assigned schedule. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"62cTVAtg4wVKMFmVPFh4Bf\",\"title\":\"Adherence to schedule formula\",\"expression\":\"\\\\text{Schedule adherence}=\\\\frac{\\\\left ( \\\\text{Total logged-in time - Unplanned absence} \\\\right )}{\\\\text{Total scheduled time}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher percentages reflect better schedule adherence. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"italic\"}],\"value\":\"Read More\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\":\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" Important Call Center Agent Performance Metrics to Track [+Optimization Tips] \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\nII. Service level reports \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Service level\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Service level is the percentage of calls answered within a specified time frame. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"7ExoXaOBwaMgB2iykKxjm2\",\"title\":\"Service level formula\",\"expression\":\"\\\\text{Service level}=\\\\frac{\\\\text{Number of calls answered within SLA}}{\\\\text{Total calls offered}}\\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher percentages indicate better service levels.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average speed of answer (ASA)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time it takes for calls to be answered by agents. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1hMzz7I6E5hbYfu5p6lx9n\",\"title\":\"Average speed of answer ASA formula\",\"expression\":\"\\\\text{Average speed of answer}= \\\\frac{\\\\text{Total waiting time for answered calls}}{\\\\text{Number of answered calls}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The lower, the better as this indicates faster response times.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Abandoned call rate \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is the percentage of calls abandoned by customers before being answered.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"63gXKSUUMVLhgSFQvc3fxd\",\"title\":\"Call abandonment rate formula\",\"expression\":\"\\\\text{Call abandonment rate} = \\\\frac{\\\\text{Number of abandoned calls}}{\\\\text{Total calls offered}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Lower percentages are preferred, indicating better customer patience and service levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Occupancy rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The percentage of time an agent spends actively handling calls or other productive work. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1tDs4IsXdNyCGq5zMQxeoG\",\"title\":\"Occupancy rate formula\",\"expression\":\"\\\\text{Occupancy rate} =\\\\frac{\\\\text{Total active time}}{\\\\text{Total available time}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A higher percentage indicates better \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-utilization/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center agent utilization\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Queue time \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time callers spend waiting in the queue before an agent answers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"6AExmvTK24b2a7cf5al7vo\",\"title\":\"Queue time formula\",\"expression\":\"\\\\text {Queue time} = \\\\frac{\\\\text{Total queue time}}{\\\\text{Number of calls answered}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" The lower, the better, indicating shorter \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-hold-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"hold times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Must Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-measure-call-center-productivity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Measure Call Center Productivity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"III. Call volume reports\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Inbound and outbound call volume\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is simply the total number of incoming and outgoing calls during a specific period. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Straightforward count \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": It depends on an organization's goals and capacity planning. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/inbound-vs-outbound-call-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Inbound vs. Outbound Call Center: Which is Right for Your Business?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Peak call hours\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Peak call hours are specific time periods with the highest call volume. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Not applicable (based on observed call patterns). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" This data is useful for optimizing staffing during high-demand periods.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Bonus Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/voice-bots-high-call-volume/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How Voice Bots Can Help Manage High Call Volume in the Contact Center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Call forecast accuracy\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This refers to the accuracy of predicting call volumes compared to the actual number of calls. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2psAD3fs2Z9rpPnZvJ1YnM\",\"title\":\"Call forecast accuracy formula\",\"expression\":\"\\\\text{Call forecast accuracy} = \\\\frac{\\\\text{Actual calls - Forecasted calls}}{\\\\text{Actual calls}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A lower percentage indicates better forecast accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-forecasting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"What is Call Center Forecasting?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Average wait time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time a caller spends waiting in the queue before being connected to an agent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"3kFd2n9AJk30gioI40gOqh\",\"title\":\"Average wait time formula\",\"expression\":\"\\\\text{Average wait time} = \\\\frac{\\\\text{Total queue time}}{\\\\text{Number of calls answered}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" The lower, the better, indicating shorter customer wait times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nIV. Customer Satisfaction (CSAT) reports\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"CSAT scores\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers assign CSAT scores based on their satisfaction with the service received. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically determined through a scoring system based on customer feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1ZUdR7Ig64ghIZHXpTnEja\",\"title\":\"CSAT Score\",\"expression\":\"\\\\text{CSAT Score} = \\\\left[ \\\\frac{\\\\text{Positive responses}}{\\\\text{Total responses}} \\\\right] \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A high CSAT score signifies that a substantial number of customers are satisfied with their experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Net Promoter Score (NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" indicates the likelihood of customers recommending the company to others. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"34jk0ZqS2tzrGnnjc4xww7\",\"title\":\"Net Promoter Score formula\",\"expression\":\"\\\\text {Net Promoter Score} = \\\\text {\\\\% of Promoters} - \\\\text {\\\\% of Detractors}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Higher NPS values indicate a higher likelihood of customer advocacy.\\n \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Good Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Improve the Net Promoter Score of Your Brand\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A metric evaluating the ease with which customers can achieve their goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Typically determined through a scoring system based on customer feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"01rWpIcj86KVQvWxOQATvP\",\"title\":\"Customer Effort Score formula\",\"expression\":\"\\\\text{Customer Effort Score} = \\\\left[ \\\\frac{\\\\text{Number of top-scoring responses (5, 6, or 7)}}{\\\\text{Total number of responses}} \\\\right] \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Lower \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort scores\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" indicate lower customer effort and higher satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Top benefits of real-time reporting in a call center\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An actionable, insight-rich call center report must serve as the call center's pulse point. Decision-makers should be able to study the report and make dynamic, split-second changes in their operations. Here's why real-time reporting is so crucial: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Quick response to trends and patterns \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-time reporting enables call center managers to identify emerging trends and patterns in customer interactions instantly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This allows for immediate adjustments in strategies, resource allocation or training to address changing customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Timely responses to trends ensure that the call center remains agile and responsive to changing customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive issue resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With real-time reporting, call centers can proactively identify and address issues as they arise during customer interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate awareness of potential challenges allows for timely intervention, preventing problems from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/escalation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer escalation\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Proactive issue resolution contributes to a smoother customer experience and helps maintain high service levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/tips-proactive-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Tips for Creating a Proactive Customer Service Strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Enhanced performance monitoring (Whisper, Barge-In)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-time reporting provides enhanced performance monitoring through features like whisper and barge-in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whisper allows supervisors to provide real-time guidance to agents during customer calls without the customer hearing, improving agent performance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Barge-in enables supervisors to join live calls to address issues or provide assistance directly, enhancing training opportunities and service quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Do you know: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"With\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"advanced AI-powered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analytics and reporting software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can monitor end-to-end \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journeys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and analyze customer interaction data using multi-level drill-downs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5mAEQWv3rGtlgUstjqoHgn\",\"title\":\"Customer journey tracking with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5mAEQWv3rGtlgUstjqoHgn/fea62d813b7037db2db65f3005f2c817/Customer_journey_tracking_with_Sprinklr_Service.webp\",\"details\":{\"size\":224652,\"image\":{\"width\":1920,\"height\":1225}},\"fileName\":\"Customer journey tracking with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7 Call center reporting best practices\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To maximize reporting effectiveness, you should follow best practices that ensure accurate data collection, meaningful analysis and actionable insights. Here are seven best practices with the highest impact on call center reporting: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Define clear objectives \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before implementation, define clear objectives and goals. What do you want to achieve with your reporting efforts? Building well-defined objectives ensures you collect and analyze data relevant to your business's priorities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Choose the right software\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in software that aligns with your business needs and goals. Look for a solution that offers customizable dashboards, real-time reporting capabilities and the ability to integrate with other systems. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Editor’s Pick: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Top 11 Call Center Software for 2023-24\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Standardize metrics and KPIs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Standardize the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center KPIs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and metrics to ensure consistency in data collection and reporting, making it easier to compare performance over time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Conduct regular training\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ensure that your customer service representatives and call center managers are well-trained in using the reporting tools and understanding the metrics. Training helps agents make data-driven decisions and leverage reporting effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\" Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-skills/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"13 Call Center Skills for Agent Success\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Implement data quality checks \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Regularly audit and validate your data to ensure its accuracy and reliability. Data quality checks help prevent errors that can lead to misguided decisions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Establish data governance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implement data governance practices to ensure data security, compliance with regulations and proper data handling procedures. Protecting sensitive customer information is paramount. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Addressing data security concerns head-on, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" provides robust protection by masking critical information, including dates, times, email IDs, URLs, IP addresses, driving licenses and medical license numbers. Our regex masking capabilities further tailor data protection to meet specific customer requirements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Foster a culture of continuous improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Encourage a culture of continuous improvement within your call center. Regularly review performance data, identify areas for enhancement and implement changes based on your analysis. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Know More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-quality-assurance-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Top 13 Call Center Quality Assurance Best Practices\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Ace call center reporting with Sprinklr Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the ever-evolving landscape of customer service, the challenges posed by outdated reporting systems — inefficiencies, blind spots and missed opportunities — are all too familiar. As we've explored the intricacies of call center reporting and best practices, it's clear that modern challenges demand modern solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enter \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", your answer to streamlined and efficient call center reporting, providing real-time insights into agent and customer behavior. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Through advanced conversational analysis and comprehensive dashboards designed for agents and supervisors, Sprinklr Service empowers you to enhance your ability to provide swift and effective resolutions and pinpoint and address underlying issues at a granular level. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service is available for a 30-day free trial to explore the platform at your own pace. If you want a customized product walkthrough for your team, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/demo-care/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"schedule a demo\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and our team will be happy to assist you.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2vmPJWW3xV9LjlT6Hs1VfO\",\"name\":\"TRY SPRINKLR SERVICE FOR FREE\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"TRY SPRINKLR FOR FREE\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"isOpenNewTab\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"7979Oz2zq8Q2gJ3pYvNUq7\",\"name\":\"FAQs \",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6VxKr14Y8F1Kh95KBh2jRH\",\"name\":\"How to create a call center report?\",\"title\":\"How to create a call center report?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To create a call center report, gather relevant data from call center software, choose key performance metrics and format the report with graphs and charts for easy interpretation. Use software tools like Excel or specialized call center reporting software. \\n \\n\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1v4RebrGjUAt1FgS4rV6s8\",\"name\":\"How often should businesses review call center reports?\",\"title\":\"How often should businesses review call center reports?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Businesses should review call center reports regularly, typically on a weekly or monthly basis. This will help them identify trends, monitor performance and make data-driven adjustments to improve customer service.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1EyzIs6T8ViFmNmzoAFxog\",\"name\":\"Are there compliance considerations when generating call center reports? \",\"title\":\"Are there compliance considerations when generating call center reports? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, compliance considerations are crucial when generating call center reports. 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An IIM Trichy alumni, Issac is currently working at Sprinklr crafting compelling stories. In his free time, he loves being a movie buff and a book nerd.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"issac-thomas\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center KPIs — sounds like a scary term, doesn’t it? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Well, let me explain it in simple terms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Think of it this way: Imagine you are organizing a road trip to a faraway place. To get to the destination safely and on time, you’d choose the GPS to be your trusted friend, wouldn’t you? The GPS would display the best way to get there, the anticipated arrival time and even provide real-time updates on your location to guarantee a smooth and comfortable drive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Likewise, call center key performance indicators (KPIs) serve as navigational tools to drive transformation and quality in your call center’s operations, people and strategies. Every industry — such as retail, e-commerce, consumer packaged goods (CPG), technology, banking, financial services and insurance (BFSI) — has its own benchmarks for each call center KPI. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tracking these industry-specific call center KPIs enables your business to optimize operations resulting in increased efficiency and competitiveness in your market — ultimately enhancing customer satisfaction in the long run. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Understanding call center KPI benchmarks \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call center key performance indicators\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" are used to measure the efficiency and effectiveness of your call center operations, while benchmarks are the numbers or percentages that these KPIs have to achieve to ensure an ideal state of operation. 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\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5.4 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Financial services \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4.7 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Business \u0026 IT services \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4.7 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First call resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\nRetail call centers strongly emphasize handling consumer inquiries and complaints during the initial call and maintaining a high first call resolution rate. The benchmarking database maintained by MetricNet indicates that the average net FCR for service desks globally is around \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/First%20Contact%20Resolution.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"74%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/first-call-resolution-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Tips to Improve Your Contact Center’s First Call Resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer retention rate \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"The consumer retention rate benchmark for B2B retail is between 76% and 81%. Retailers can assure client loyalty and repeat business by using call center KPI benchmarks that help focus on improving \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" (CSAT) \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CSAT or customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a critical metric, usually the first and the most important one to be tracked in any call center environment. For e-commerce call centers, CSAT’s industry average is at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.theacsi.org/industries/retail/online-retailers/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"80%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sector\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"CSAT (%)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Retail \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"75 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"80 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Automotive \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"77 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CPG \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"80 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Abandoned call rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCall centers for e-commerce businesses receive a significant volume of inbound calls. Brands usually monitor abandoned call rates to see whether consumers are having trouble getting through to agents, which might result in a possible revenue loss. Typically, the abandoned call rate can be anywhere between \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/call-abandonment-rate-improve-it-209779.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"2-5%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Upsell and cross-sell conversion rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nE-commerce contact centers, especially \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/outbound-call-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"outbound call centers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", strongly emphasize upselling and cross-selling items. In this aspect, monitoring conversion rates helps in optimizing revenue from each consumer's engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Consumer Packaged Goods (CPG) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCall center representatives for CPG businesses must have in-depth product expertise to maximize ROI and drive \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". KPIs strongly emphasize the veracity of the data agents deliver, ensuring that customer queries are effectively answered. Almost \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/images/resources/2022/2022-cch-survey-final-221020.pdf\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"26% of customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" value knowledgeable advisors, which indicates a clear inclination of CPG businesses toward ensuring customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nIn the CPG sector, a high \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" might harm the brand's reputation. Making sure customers have a seamless and positive calling experience is made possible by monitoring this KPI. An abandonment rate of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/measure-call-abandon-rate-75869.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"less than 5%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is considered ideal for call centers to operate efficiently. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First response time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Over 50%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of retail customers worldwide prefer having a phone conversation over any other support medium to resolve urgent issues — which emphasizes the need to have a remarkable first response time to address customer queries quickly. With quicker first responses, your customers feel valued and are more inclined to make more purchases with your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1HId66ARVAFjN6XyEjV6Tc\",\"title\":\"💡3 key call center software capabilities that help reduce first response times \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"3 key call center software capabilities that help reduce first response times\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In order to improve your first response time, look for a call center solution that offers robust: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/automatic-call-distribution/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"ACD (Automatic call distribution)\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to route incoming calls to the most appropriate agent based on various criteria such as skill level, availability or the nature of the inquiry. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"IVR (Interactive voice response)\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to gather information from callers before directing them to the appropriate department or agent. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/skill-based-routing/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Skill-based Routing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to assign specific skills or expertise to individual agents. When a call comes in, the system routes it to the agent best equipped to handle the particular issue or inquiry, reducing the need for transfers and ensuring faster resolution. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service boasts of these capabilities plus many more to help you beat the best in your industry. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Skeptical? Take Sprinklr on a free 30-day trial and witness the results firsthand. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5GDd209490l2hTcXEwow4l\",\"name\":\"Supercharge Your Response Times with Sprinklr\",\"type\":\"BUTTON\",\"text\":\"Supercharge Your Response Times with Sprinklr\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Technology\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average speed of answer (ASA)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nHigh call volumes are a problem for the technology sector's average speed of answer (ASA). To ensure prompt responses and customer satisfaction, ASA tracks the amount of time it takes to respond to consumer calls. The industry benchmark for ASA is often \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"28 seconds or less\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nTechnology call centers prioritize reducing the work required by customers to resolve difficulties. The use of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" as a standard helps to provide a seamless user experience. A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/how-to-calculate-customer-effort-94671.htm\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"lower score nearing 1\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is considered a good standard for CES in the tech sector. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. Banking, Financial Services and Insurance (BFSI) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"(NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer loyalty is vital to the BFSI sector's \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". NPS standards are useful for assessing customer satisfaction and advocacy, which are critical for both retention and growth of your brand. The average net promoter score globally is \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.surveymonkey.com/curiosity/what-is-a-good-net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"+36 for the BFSI sector\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Industry \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Professional services \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Technology companies \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Consumer goods and services \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Average NPS \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+43 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+35 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+43 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Median NPS \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+50 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+40 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+50 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top quartile \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+73 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+64 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+72 (or higher) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bottom quartile \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+19 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+11 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"+21 (or lower) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Editor’s Pick: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Improve Your Brand’s NPS [Tips + Examples]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"EdTech\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer churn rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nCustomer churn rate is the proportion of users that stop using the platform during a specific interval. For any business to be successful in the long run — especially for educational technology (EdTech) brands — churn reduction is essential. In 2019, the industry-standard churn rate for Edtech firms was \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sciencedirect.com/science/article/abs/pii/S1568494622000436\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"10.29%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First response time (FRT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nFRT is the time needed to address questions from students. Quick answers are necessary to maintain students' interest and motivation for their studies. The industry standard for a live chat is \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.practicalecommerce.com/kpis-for-ecommerce-customer-service\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"1 minute or less\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Automobile\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Adherence to service level agreements (SLAs)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nAdherence to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"SLA\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is the proportion of calls answered within the allotted SLA time. In the automobile industry, prompt resolution of customer queries and concerns is essential. 80% of calls being answered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.callcentrehelper.com/images/resources/call-centre-helper-survey-report-are-you-delivering-exceptional-customer-service-2019-edition.pdf\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"within 20 seconds\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is frequently defined as the industry standard service threshold. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction index (CSAT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\nThe automotive sector has an average CSAT of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.theacsi.org/news-and-resources/press-releases/2023/08/22/press-release-automobile-study-2022-2023/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"77%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". The call centers can focus on increasing this number by focusing on a proper understanding of the query and quick resolution, with zero confusion. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5 Essential capabilities in robust call center KPI tracking tools \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands must invest in sophisticated KPI tracking systems in order to maximize call center performance and reach business goals. The following are some key advantages of using such tools: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Performance visibility:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Modern KPI monitoring solutions offer real-time visibility into call center metrics, allowing managers to keep track of performance, see patterns and take rapid action when problems arise. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"8zgxkzPB7aorPKjM6VwLW\",\"title\":\"💡Sprinklr Pro Tip - \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sprinklr Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Look for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"top call center software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that offers a 360-degree view of your performance at agent, queue and floor levels, with dashboards that are easy to read and interpret. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-led data analytics:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Call center managers can make wise decisions and put plans in place to raise agent productivity, customer happiness and overall effectiveness by reviewing KPI data. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"62AXaAXMrn6h47lXVdrvom\",\"title\":\"⛔A Common Mistake to Avoid\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⛔A Common Mistake to Avoid\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While vetting \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service data analytics and reporting solutions,\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" often one overlooks advanced data like customer journey analytics and ends up picking basic tools. However, this can be a blunder if your callers tend to jump channels during interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why so? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-journey-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer journey analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" track the customer experience at every channel, yielding insights into things like: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At what point does the caller churn? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What point(s) shows the scope for improvement? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What's the most preferred touchpoint for callers? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Using these insights, you can plug gaps in the customer journey and optimize your call center KPIs effectively 😊 \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Agent performance optimization:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" KPI tracking mechanisms let call centers evaluate the performance of individual agents and pinpoint areas for development. Managers can use this information to deliver specialized coaching, training and recognition, eventually improving agent engagement and retention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Real-time monitoring:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" It allows contact centers to identify growing problems and take proactive measures to solve them. Also, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered customer service solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" enable agents to monitor customer-related KPIs in real time and handle issues before they escalate. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel customer management:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Modern call centers handle interactions across several channels — including phone calls, emails, social media and live chat. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"A customer service solution with superior omnichannel capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" provides your agents with a holistic picture of client interactions across all touchpoints., which your agents can then use to provide a better quality of support and invariably improve customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Wrapping up\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Constantly monitoring all the above-mentioned metrics manually for your business can be tedious and inefficient, but it is essential for you to deliver the best customer service experiences and keep your customers happy. With powerful customer service like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can ensure you monitor your performance-critical metrics around the clock — and stay on top of your support game. In fact, you can rehearse how on top feels like for free for the next 30 days. How? Sign up for a full-featured trial of Sprinklr Service today! \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2tyFd5xyYNSOWCIxUPg1IE\",\"name\":\"Track and optimize your call center metrics for free\",\"type\":\"BUTTON\",\"text\":\"Track your call center metrics for free\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"bottomMargin\":\"MEDIUM\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"58uQHN1vgNfkFECZn8usJG\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"3eiyXOKv6W05YYzjR6FYyx\",\"name\":\"How often should call center forecasting be performed?\",\"title\":\"How often should call center forecasting be performed?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center forecasting should typically be performed regularly, depending on the call center's operational needs. Daily, weekly or monthly forecasts are common practices.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5sJaeUwDWk6cJ2zYXt0EQf\",\"name\":\"Can forecasting help with outbound call centers as well?\",\"title\":\"Can forecasting help with outbound call centers as well?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, call center forecasting is equally valuable for outbound call centers. It helps predict the number of agents required to make outbound calls and ensures optimal resource allocation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"G9s1nfcKAQxdL4oS4gm9T\",\"name\":\"What are the potential drawbacks of inaccurate forecasting?\",\"title\":\"What are the potential drawbacks of inaccurate forecasting?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Inaccurate forecasting can lead to either overstaffing, resulting in unnecessary costs or understaffing, leading to poor customer service and dissatisfaction.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"16Qjlh3uumvKFD5lNvSPNA\",\"title\":\"call-center-kpi-benchmarks-by-industry-banner\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/16Qjlh3uumvKFD5lNvSPNA/317bdfca8863a63d3347511667b937ed/call-center-kpi-benchmarks-by-industry-banner.jpeg\",\"details\":{\"size\":470243,\"image\":{\"width\":4896,\"height\":3264}},\"fileName\":\"call-center-kpi-benchmarks-by-industry-banner.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/call-center-kpi-benchmarks-by-industry/\"},{\"id\":\"49oQXT15K4t9LdQjXv9dxd\",\"title\":\" How to measure call center productivity\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"ZtKbWT5b3LUYav7OfogyK\",\"authorName\":\"Sprinklr Team\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6RWPfYpoWjDTbwWOyICvmb\",\"seoTitle\":\"Sprinklr Team\",\"seoDescription\":\"Get the latest articles and insights from Sprinklr Team. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"2g0VEwvAxj3FMTXLFpkChu\",\"entryTitle\":\"Sprinklr Team\",\"name\":\"Sprinklr Team\",\"type\":\"BLOG_AUTHOR\",\"slug\":\"sprinklr-team\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ring, ring! Welcome to the world of call centers — where customer care agents create delightful experiences that make your users happy and satisfied with your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As long as call centers have existed, businesses have determined their operational efficiency with an umbrella term known as “call center productivity”. But how can we measure call center productivity — is it just as simple as knowing a couple of key metrics? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we will explore the various aspects of call center productivity, the best evaluation methods, essential metrics to track and practical tips to enhance call center performance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What is call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center productivity refers to the degree of efficiency and effectiveness with which a call center operates every day — to handle customer interactions, resolve issues and achieve organizational goals. It can be measured through various \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center key performance indicators (KPIs)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", which provide insights into the performance of agents, efficiency of processes and the productivity of the call center as a whole. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let's put things in perspective with an example. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider two call centers, A and B, both equipped with 50 agents each.   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center A's agents collectively resolve 500 support tickets in a day \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center B's agents handle an impressive 1,000 total support tickets   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At first glance, it appears that call center B is more productive. But, hear us out. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What if, in call center A, one agent skillfully resolves three tickets within an hour, while another agent tackles one high-stakes ticket that has a substantial impact on revenue generation? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is to say, productivity isn't measured with just one or two metrics. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"So, what is the best way to measure call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" The best approach to measuring productivity includes a combination of quantitative data and qualitative call insights.   \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Quantitative data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" involves numerical metrics that provide concrete performance figures. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Qualitative insights \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"involve gathering feedback from customers, agents and supervisors to gauge the quality of interactions and customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What are the most important metrics for measuring call center productivity?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let's delve into a concise compilation of call center metrics that play a vital role in assessing agent productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"First call resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"First call resolution (FCR) focuses on the number of customers whose issues were successfully resolved during their initial call, indicating your support team's efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate FCR:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Number of resolved calls on the first contact / total number of calls) X 100\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A high FCR signifies that your agents possess the prowess to assist customers promptly, eliminating the need for follow-up calls or repetitive interactions. In cases where the issue remains unresolved after the first call, customers might need to call repeatedly, consuming more of your agents' valuable time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Learn more: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/first-call-resolution-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Tips to improve your call center’s first call resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Average handling time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average handling time (AHT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"reflects the amount of time call center agents dedicate to customer interactions and engagements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate AHT:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Total talk time + after-call work time) / total number of calls\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A low AHT indicates that your agents are adept at managing their time during calls and efficiently resolving issues, leading to heightened productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, maintaining high-quality customer service and providing seamless customer experiences should remain the top priority even when focusing on reduced handling times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The term \\\"abandoned calls\\\" refer to the ones that go unanswered or are missed due to various reasons:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers disconnect because of lengthy IVR conversations/high wait times for human agents \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers wait in the queue but disconnect before they can talk to an agent due to previous unsatisfactory experiences \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Callers wait in the queue but find answers through self-service portals before they talk to an agent \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate call abandonment rate:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" (Number of calls abandoned / total number of incoming calls) X 100. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A persistently high abandonment rate necessitates a careful examination of your processes, tools and resources. You might have to consider optimizing operations, upgrading tools, hiring more in-house agents or even the possibility of outsourcing entire teams to tackle this issue. \\n \\nAccording to industry standards, a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of 2% is considered excellent while a 5% rate is considered acceptable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer satisfaction levels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction (CSAT)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" score is derived from customer feedback gathered through a post-call survey, where customers are asked to rate their resolution experience on a scale of 1 to 5. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate CSAT:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Number of satisfied customers / number of customers who responded to the survey) X 100\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This customer-centric metric holds immense value as it provides a first-hand evaluation of your service from the customers themselves. It places significant importance on your customers' perception of the resolution quality. A soaring CSAT score essentially signifies that your agents are excelling in delivering effective solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" gauges customer loyalty by asking customers how likely they are to recommend the company's services to others. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to calculate NPS:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Percentage of detractors - percentage of promoters\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The customers that give high scores (9-10) are considered promoters, while detractors are the participants that give a score of 0-6. NPS helps businesses assess their overall customer satisfaction and identify potential \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-brand-advocates/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand advocates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", making it a powerful tool for enhancing customer experiences and driving growth.  \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to measure productivity accurately?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that we've discussed all the essential metrics related to call center productivity, let's learn more about the ways we can accurately calculate and understand call center productivity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Utilize the call center productivity formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\nTo obtain a high-level view of your call center's productivity, employ this formula: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center productivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" = \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"(Total number of resolved calls / total number of handled calls) X 100.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The above-mentioned formula helps calculate the percentage of resolved calls against all calls that were handled by your team, allowing you to quickly assess your efficiency in resolving customer issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Implement call center analytics software\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize advanced call center analytics software to monitor real-time KPIs, automate data collection and generate comprehensive reports. This software enables decision-makers in the support process to identify areas for improvement more efficiently. With robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analytics and reporting solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", call center managers can measure and track key performance indicators (KPIs). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Integrate customer feedback\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Incorporate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/surveys/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for feedback and sentiment analysis tools to gather qualitative insights. Analyzing customer feedback helps understand pain points, agent performance and areas where service can be enhanced. \\n \\nAI capabilities can also play a crucial role in understanding customer sentiments, trends and feedback across different channels. In fact, AI-driven \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" helps your call center determine customer satisfaction levels and identify action plans to improve the support experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Schedule regular performance reviews\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conduct regular performance reviews with agents to discuss their KPIs, provide constructive feedback and set achievable goals. Training sessions tailor-made from your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-scorecard/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"agent performance scorecards\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" combined with personalized guidance can improve agent performance significantly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Weigh against industry standards with benchmarking\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Compare your call center's productivity metrics against industry benchmarks to gain insights into your performance relative to competitors. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/competitive-benchmarking/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Competitive benchmarking\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can help identify areas where you and your team might have scope for improvement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5 Tips to improve your call center productivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"   \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that we’ve talked extensively about productivity and how we can measure it, here are some of the best, proven ways to improve your call center’s productivity standards. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Enhance your self-service options\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A study by Harvard Business Review indicates that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://hbr.org/2017/01/kick-ass-customer-service\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"81%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of customers prefer to find answers by themselves. \\n \\nStrengthening your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" not only earns you the title of a customer experience champion — but also grants your support team the freedom to tackle critical and high-impact support tickets; it's a win-win! \\n \\nHere are some valuable tips to set up a successful self-service workflow: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Craft an informative FAQ page or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leverage automation technology (such as chatbots/voicebots) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor and update your self-service portals periodically \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Make agent intervention available for complex issues \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Embrace omnichannel support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To outshine your competitors, delivering exceptional customer service and experience is key. One way to achieve this is being available to your customers wherever they may be, through.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6ovDiSWDqMnroEdhAoaz1Z\",\"title\":\"Sprinklr Service's omnichannel agent dashboard displays messages from various channels\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6ovDiSWDqMnroEdhAoaz1Z/9225ba05ac59f1dbb3de499cf6e80564/call-center-productivity-omnichannel-support-sprinklr.webp\",\"details\":{\"size\":131774,\"image\":{\"width\":1403,\"height\":1151}},\"fileName\":\"call-center-productivity-omnichannel-support-sprinklr.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Train your teams to handle communication across various channels such as phone calls, emails, chat, messaging apps and other relevant platforms. Upskilling your team with omnichannel exposure can help you deliver consistent support across your active channels, significantly elevating the quality of customer service you provide. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Equip your agents with a cutting-edge tech stack\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A powerful call center solution empowers your agents to deliver their best performance and complements your call center's productivity efforts. \\nYou can boost call center productivity with a range of advanced features such as call tagging, filtering, call forwarding, queue management and advanced analytics. These functionalities work in perfect harmony, creating a productive and streamlined support environment. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Continuous monitoring and training\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"You might put in a lot of effort to improve the quality of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-call-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service in your call center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" — but without rigorous progress tracking, you might end up at the same place you started. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"Yq95ywXrc4179NEoItjv9\",\"title\":\"Reporting dashboard from Sprinklr Service displays critical call center metrics\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/Yq95ywXrc4179NEoItjv9/e1b955657f678d814a6a5a8647a1d0d3/call-center-productivity-reporting-sprinklr-service.webp\",\"details\":{\"size\":137248,\"image\":{\"width\":1683,\"height\":1320}},\"fileName\":\"call-center-productivity-reporting-sprinklr-service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While analyzing the analytics within your call center software is essential, taking decisive action based on the insights is even more critical. By gaining visibility into agent performance in calls, you can identify precise areas for enhancement and create customized training modules that result in measurable improvements.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Encourage employee engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Engaged agents are more likely to deliver better customer service. Foster a positive work environment and recognize and reward agent achievements periodically. In addition to that, you can also involve employees in decision-making processes and seek their input on operational improvements to further boost engagement levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Final thoughts\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center productivity has become a key metric especially after the pandemic hit — since teams have been struggling to keep up their quality and efficiency while working in a hybrid setup. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, well-equipped call center software can significantly boost your call center productivity by empowering your agents to provide better quality of customer service, setting you up for long-term success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you're looking to take your call center to the next level, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is one of the industry's best call center solutions that can help you streamline operations, boost agent productivity and elevate customer satisfaction. Powered by the world's only unified customer experience management platform, Sprinklr Service provides you with business-critical call center capabilities such as:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"unified agent desktop\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for agents to manage all call processes from a single platform \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Fully customizable dashboards with role-based access control \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center reporting and analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered insights to improve your customer conversations and call center operations \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Interested to know more? \\n \\n\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/try/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"START A FULL-FEATURED FREE TRIAL\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"6j4Nxh2l2xZHzKXK6WFZs2\",\"name\":\"FAQ - Blog -   How to measure call center productivity\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"17ciXFCpTmZeJYnrkertU2\",\"name\":\"FAQ 1 - How often should I measure call center productivity?\",\"title\":\"How often should I measure call center productivity?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"It is recommended to measure call center productivity regularly, at least every month. Also, different productivity metrics might need to be tracked at different intervals – for example, call-related metrics like handling time and abandonment rate need to be tracked constantly, while customer-related metrics such as CSAT or NPS are tracked at a more relaxed interval. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"33C9lXLq39CoVEOii2Z23t\",\"name\":\"FAQ 2 - What factors can negatively impact call center productivity? \",\"title\":\"What factors can negatively impact call center productivity?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Factors such as inadequate agent training, high call volumes, insufficient staffing and outdated technology can negatively impact call center productivity. Addressing these issues can lead to significant improvements.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1D7G8sSeZ8As67pyScNXzB\",\"name\":\"FAQ 3 - Can call center productivity metrics change over time? \",\"title\":\"Can call center productivity metrics change over time?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, call center productivity metrics can change over time due to various factors, such as seasonal fluctuations, changes in customer behavior or modifications to business processes.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":true,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":false,\"noContainerTopBottomPadding\":false,\"bottomMargin\":\"MEDIUM\",\"topMargin\":\"SMALL\"}}}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"1Iis72Z2BHAutuxs4hgQdd\",\"title\":\"call-center-productivity-blog-banner\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1Iis72Z2BHAutuxs4hgQdd/8d0a54f6da5ca368294778129edc08b4/call-center-productivity-blog-banner.jpg\",\"details\":{\"size\":1050178,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"call-center-productivity-blog-banner.jpg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/how-to-measure-call-center-productivity/\"},{\"id\":\"59MhW0756tuoWAbpBp8hnI\",\"title\":\"Call Center Reporting Guide for Businesses\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"5IVI1JbU8AUNlyuSYl6fw2\",\"authorName\":\"Surbhi Nahata\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"3MyHEudokGhQNuNrofNHpQ\",\"seoTitle\":\"Surbhi Nahata\",\"seoDescription\":\"Get the latest articles and insights from Surbhi Nahata. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Surbhi Nahata\"},\"person\":{\"contentType\":\"person\",\"id\":\"42Ko2wyXUULC6H8GegXvBR\",\"entryTitle\":\"Surbhi Nahata\",\"name\":\"Surbhi Nahata\",\"title\":\"Guest Contributor\",\"companyDivision\":\"Freelancer\",\"image\":{\"id\":\"4fXVJ0lgMxS0ognlUGd64z\",\"title\":\"Surbhi Nahata\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4fXVJ0lgMxS0ognlUGd64z/112e986267ab609e0d3eec7e6e419752/Surbhi_Nahata.jpeg\",\"details\":{\"size\":59261,\"image\":{\"width\":1000,\"height\":1000}},\"fileName\":\"Surbhi Nahata.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Surbhi is a marketing professional with expertise in crafting compelling content and pioneering B2B marketing campaigns that ignite excitement. She possesses excellent interpersonal skills and a collaborative communication style, which has enabled her to successfully manage high-stakes projects. Apart from work, Surbhi can often be found doodling or immersed in the depths of a fiction novel. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"surbhi-nahata\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7aNfXKcvsIqJJ0ukFIvluk\",\"authorName\":\"Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call centers are under immense pressure today to deliver consistent customer service across traditional and digital customer service channels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While trained frontline call center agents adeptly handle customer interactions, manager and leader roles have become a delicate balancing act — ensuring that call center operations remain efficient while positively impacting the bottom line. To navigate this, they employ call center reporting—a systematic process for collecting and analyzing call center and agent performance data, typically presented through dashboards. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Today, call center reporting has become indispensable for ensuring seamless operations and meeting customers' elevated expectations. \\n \\nIn this blog, learn everything about call center reporting — key metrics, formulas to calculate them and how call centers interpret this information. Also, explore the tangible benefits of call center reporting and best practices to elevate your approach to customer service excellence. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is call center reporting? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Call center reporting is the process of collecting, analyzing and presenting data related to call center performance and customer interactions. The data is gathered through various customer service channels, including reports, dashboards, scorecards, analytics tools and performance summaries. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It's a bit like assembling a jigsaw puzzle. You collect data from different sources like your automatic call distribution, IVR and workforce management systems, and then covert that raw data into user-friendly reports to create the overall picture. The reports rely heavily on visual aids like charts and graphs for quick comprehension. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does call center reporting improve customer service? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Effective call center reporting plays a crucial role in ensuring top-notch customer service. Here's how it contributes: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Performance monitoring \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Call center reporting allows you to closely monitor call center agents' performance, ensuring they meet pre-defined service level agreements (SLAs) and deliver consistent service quality. You can customize your call center reports to align performance metrics with your business's unique standards and goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Issue identification \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\n\\nCall center reports help identify recurring issues or bottlenecks in the customer service process, so you can so you can adopt a proactive approach to problem-solving. These reports typically represent issues visually, helping supervisors prioritize and address them efficiently. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Resource allocation \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\n\\nBy analyzing the report's data, you can ace call center scheduling and optimize resource allocation for peak times. Customized reports also offer real-time insights, which means you can make instant adjustments to ensure the right number of agents are available at a given time. This dynamic approach enhances efficiency, syncing call center workforce management with customer demand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Good to know: Modern workforce management software uses AI to predict future case volumes, handling times and SLAs accurately across all channels based on historical data, with added flexibility to model events as adjustments. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"7zd6TvWoM7epkhL6ZBJWH6\",\"title\":\"Call center forecasting with Sprinklr Workforce Management Software\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7zd6TvWoM7epkhL6ZBJWH6/36132713fa733c0af8cc9cb1236fae0e/Call_center_forecasting_with_Sprinklr_Workforce_Management_Software.webp\",\"details\":{\"size\":459716,\"image\":{\"width\":1920,\"height\":1656}},\"fileName\":\"Call center forecasting with Sprinklr Workforce Management Software.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Quality assurance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\nReporting is vital for assessing and refining the quality of customer interactions. Customized reports can highlight script adherence, call opening, greeting and active call listening. Studying these reports helps you gain an in-depth understanding of the quality of services your agents provide. You can also use the findings to improve \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-training/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center agent training\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and facilitate targeted improvements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6MdEMDaOYcpcwRt9GczZao\",\"title\":\"Automated Agent Performance Scoring with Sprinklr Servic e\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6MdEMDaOYcpcwRt9GczZao/60f52557260c107256b08eaaed957539/Automated_Agent_Performance_Scoring_with_Sprinklr_Servic_e.webp\",\"details\":{\"size\":228622,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Automated Agent Performance Scoring with Sprinklr Servic e.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center reporting vs. call center analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Though sometimes mistaken for the same thing, call center reporting is different from call center analytics. Both terms have distinct purposes and focus areas. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Feature\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center reporting\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Call center analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Purpose\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide structured data on operational metrics and call center KPIs \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize data to uncover patterns, trends and insights \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Scope\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Focus on predefined metrics and key performance indicators \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Explore broader datasets, including unstructured data \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Data presentation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Present historical and real-time data in predefined reports \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Generate interactive dashboards, visualizations and ad-hoc analyses \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"User interaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"View static reports with limited interactivity \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use interactive tools and platforms for dynamic exploration \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Time sensitivity\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze current and past performance \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enable both historical analysis, real-time insights and future predictions \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sample metrics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Average handle time, FCR, SL, call volume, call abandonment rate \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/case-third-pane/root-cause-analysis-rca/63d68fb0468ae80d39346b78\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"root cause analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", predictive modeling \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Goal\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor and measure day-to-day operational efficiency \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Gather insights for strategic decision-making and process improvement \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Use case\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\n \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Monitor agent performance, workload and call center service levels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Identify trends, optimize processes and predict future scenarios \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Customer Service Analytics – A Comprehensive Guide\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key metrics to monitor for call center reporting \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To leverage call center reporting effectively, businesses must monitor key metrics and KPIs such as: \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"I. Agent performance reports \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average handle time (AHT) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AHT is the average time an agent spends handling a customer interaction, including talk time and any related after-call work. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2hQGN0ftZoJMSAbzgusR5c\",\"title\":\"Average Handle Time AHT formula\",\"expression\":\"\\\\text{Average handle time} = \\\\frac{\\\\text{Talk time + Hold or wait durations + After-call work time}}{\\\\text{Total number of calls handled}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideal interpretation: The lower the AHT, the better. As this indicates efficiency in resolving customer issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"First call resolution (FCR) \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"FCR is the percentage of customer issues resolved on the first interaction without the need for follow-up. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"5x56tH1EEnbrD1BvARzBup\",\"title\":\"First call resolution formula\",\"expression\":\"\\\\text{First Call Resolution}=\\\\frac{\\\\text{Number of issues resolved on first contact}}{\\\\text{Total number of interactions}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ideal interpretation: A higher percentage indicates effective problem-solving and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"7jMm94XH32Aw84bYGMql8a\",\"name\":\"4 tips to improve FCR rate in your call center\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/W7IRyJgR_fE?si=eK9JBbLkVXg1iFyM\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call quality score \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These are scores assigned to evaluate the quality of interactions based on predefined criteria. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Typically determined through a scoring system based on agent performance criteria \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher scores indicate better adherence to quality standards.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Adherence to schedule \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This refers to the percentage of time an agent adheres to their assigned schedule. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"62cTVAtg4wVKMFmVPFh4Bf\",\"title\":\"Adherence to schedule formula\",\"expression\":\"\\\\text{Schedule adherence}=\\\\frac{\\\\left ( \\\\text{Total logged-in time - Unplanned absence} \\\\right )}{\\\\text{Total scheduled time}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher percentages reflect better schedule adherence. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"italic\"}],\"value\":\"Read More\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\":\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" Important Call Center Agent Performance Metrics to Track [+Optimization Tips] \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\nII. Service level reports \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Service level\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Service level is the percentage of calls answered within a specified time frame. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"7ExoXaOBwaMgB2iykKxjm2\",\"title\":\"Service level formula\",\"expression\":\"\\\\text{Service level}=\\\\frac{\\\\text{Number of calls answered within SLA}}{\\\\text{Total calls offered}}\\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Higher percentages indicate better service levels.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Average speed of answer (ASA)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time it takes for calls to be answered by agents. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1hMzz7I6E5hbYfu5p6lx9n\",\"title\":\"Average speed of answer ASA formula\",\"expression\":\"\\\\text{Average speed of answer}= \\\\frac{\\\\text{Total waiting time for answered calls}}{\\\\text{Number of answered calls}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The lower, the better as this indicates faster response times.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Abandoned call rate \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-abandonment-rate/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Call abandonment rate\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is the percentage of calls abandoned by customers before being answered.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"63gXKSUUMVLhgSFQvc3fxd\",\"title\":\"Call abandonment rate formula\",\"expression\":\"\\\\text{Call abandonment rate} = \\\\frac{\\\\text{Number of abandoned calls}}{\\\\text{Total calls offered}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Lower percentages are preferred, indicating better customer patience and service levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Occupancy rate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The percentage of time an agent spends actively handling calls or other productive work. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1tDs4IsXdNyCGq5zMQxeoG\",\"title\":\"Occupancy rate formula\",\"expression\":\"\\\\text{Occupancy rate} =\\\\frac{\\\\text{Total active time}}{\\\\text{Total available time}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": A higher percentage indicates better \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-utilization/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center agent utilization\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Queue time \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time callers spend waiting in the queue before an agent answers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"6AExmvTK24b2a7cf5al7vo\",\"title\":\"Queue time formula\",\"expression\":\"\\\\text {Queue time} = \\\\frac{\\\\text{Total queue time}}{\\\\text{Number of calls answered}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" The lower, the better, indicating shorter \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-hold-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"hold times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Must Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-measure-call-center-productivity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Measure Call Center Productivity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"III. Call volume reports\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Inbound and outbound call volume\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is simply the total number of incoming and outgoing calls during a specific period. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Straightforward count \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": It depends on an organization's goals and capacity planning. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/inbound-vs-outbound-call-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Inbound vs. Outbound Call Center: Which is Right for Your Business?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Peak call hours\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Peak call hours are specific time periods with the highest call volume. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Not applicable (based on observed call patterns). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" This data is useful for optimizing staffing during high-demand periods.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Bonus Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/voice-bots-high-call-volume/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How Voice Bots Can Help Manage High Call Volume in the Contact Center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Call forecast accuracy\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This refers to the accuracy of predicting call volumes compared to the actual number of calls. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2psAD3fs2Z9rpPnZvJ1YnM\",\"title\":\"Call forecast accuracy formula\",\"expression\":\"\\\\text{Call forecast accuracy} = \\\\frac{\\\\text{Actual calls - Forecasted calls}}{\\\\text{Actual calls}} \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A lower percentage indicates better forecast accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-forecasting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"What is Call Center Forecasting?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Average wait time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The average time a caller spends waiting in the queue before being connected to an agent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"3kFd2n9AJk30gioI40gOqh\",\"title\":\"Average wait time formula\",\"expression\":\"\\\\text{Average wait time} = \\\\frac{\\\\text{Total queue time}}{\\\\text{Number of calls answered}}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" The lower, the better, indicating shorter customer wait times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nIV. Customer Satisfaction (CSAT) reports\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"CSAT scores\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers assign CSAT scores based on their satisfaction with the service received. \\n\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically determined through a scoring system based on customer feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1ZUdR7Ig64ghIZHXpTnEja\",\"title\":\"CSAT Score\",\"expression\":\"\\\\text{CSAT Score} = \\\\left[ \\\\frac{\\\\text{Positive responses}}{\\\\text{Total responses}} \\\\right] \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A high CSAT score signifies that a substantial number of customers are satisfied with their experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Net Promoter Score (NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" indicates the likelihood of customers recommending the company to others. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"34jk0ZqS2tzrGnnjc4xww7\",\"title\":\"Net Promoter Score formula\",\"expression\":\"\\\\text {Net Promoter Score} = \\\\text {\\\\% of Promoters} - \\\\text {\\\\% of Detractors}\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Higher NPS values indicate a higher likelihood of customer advocacy.\\n \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Good Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"How to Improve the Net Promoter Score of Your Brand\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A metric evaluating the ease with which customers can achieve their goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Formula:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Typically determined through a scoring system based on customer feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"01rWpIcj86KVQvWxOQATvP\",\"title\":\"Customer Effort Score formula\",\"expression\":\"\\\\text{Customer Effort Score} = \\\\left[ \\\\frac{\\\\text{Number of top-scoring responses (5, 6, or 7)}}{\\\\text{Total number of responses}} \\\\right] \\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ideal Interpretation:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Lower \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort scores\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" indicate lower customer effort and higher satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Top benefits of real-time reporting in a call center\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An actionable, insight-rich call center report must serve as the call center's pulse point. Decision-makers should be able to study the report and make dynamic, split-second changes in their operations. Here's why real-time reporting is so crucial: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Quick response to trends and patterns \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-time reporting enables call center managers to identify emerging trends and patterns in customer interactions instantly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This allows for immediate adjustments in strategies, resource allocation or training to address changing customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Timely responses to trends ensure that the call center remains agile and responsive to changing customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive issue resolution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With real-time reporting, call centers can proactively identify and address issues as they arise during customer interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Immediate awareness of potential challenges allows for timely intervention, preventing problems from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/escalation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer escalation\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Proactive issue resolution contributes to a smoother customer experience and helps maintain high service levels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Learn More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/tips-proactive-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Tips for Creating a Proactive Customer Service Strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Enhanced performance monitoring (Whisper, Barge-In)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-time reporting provides enhanced performance monitoring through features like whisper and barge-in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Whisper allows supervisors to provide real-time guidance to agents during customer calls without the customer hearing, improving agent performance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Barge-in enables supervisors to join live calls to address issues or provide assistance directly, enhancing training opportunities and service quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Do you know: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"With\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"advanced AI-powered \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analytics and reporting software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can monitor end-to-end \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journeys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and analyze customer interaction data using multi-level drill-downs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5mAEQWv3rGtlgUstjqoHgn\",\"title\":\"Customer journey tracking with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5mAEQWv3rGtlgUstjqoHgn/fea62d813b7037db2db65f3005f2c817/Customer_journey_tracking_with_Sprinklr_Service.webp\",\"details\":{\"size\":224652,\"image\":{\"width\":1920,\"height\":1225}},\"fileName\":\"Customer journey tracking with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7 Call center reporting best practices\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To maximize reporting effectiveness, you should follow best practices that ensure accurate data collection, meaningful analysis and actionable insights. Here are seven best practices with the highest impact on call center reporting: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Define clear objectives \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before implementation, define clear objectives and goals. What do you want to achieve with your reporting efforts? Building well-defined objectives ensures you collect and analyze data relevant to your business's priorities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Choose the right software\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in software that aligns with your business needs and goals. Look for a solution that offers customizable dashboards, real-time reporting capabilities and the ability to integrate with other systems. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Editor’s Pick: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Top 11 Call Center Software for 2023-24\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Standardize metrics and KPIs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Standardize the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center KPIs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and metrics to ensure consistency in data collection and reporting, making it easier to compare performance over time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Conduct regular training\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ensure that your customer service representatives and call center managers are well-trained in using the reporting tools and understanding the metrics. Training helps agents make data-driven decisions and leverage reporting effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\" Read More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-skills/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"13 Call Center Skills for Agent Success\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Implement data quality checks \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Regularly audit and validate your data to ensure its accuracy and reliability. Data quality checks help prevent errors that can lead to misguided decisions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Establish data governance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implement data governance practices to ensure data security, compliance with regulations and proper data handling procedures. Protecting sensitive customer information is paramount. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Addressing data security concerns head-on, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" provides robust protection by masking critical information, including dates, times, email IDs, URLs, IP addresses, driving licenses and medical license numbers. Our regex masking capabilities further tailor data protection to meet specific customer requirements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Foster a culture of continuous improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Encourage a culture of continuous improvement within your call center. Regularly review performance data, identify areas for enhancement and implement changes based on your analysis. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Know More: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-quality-assurance-best-practices/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Top 13 Call Center Quality Assurance Best Practices\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"},{\"type\":\"underline\"}],\"value\":\"Ace call center reporting with Sprinklr Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the ever-evolving landscape of customer service, the challenges posed by outdated reporting systems — inefficiencies, blind spots and missed opportunities — are all too familiar. As we've explored the intricacies of call center reporting and best practices, it's clear that modern challenges demand modern solutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enter \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", your answer to streamlined and efficient call center reporting, providing real-time insights into agent and customer behavior. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Through advanced conversational analysis and comprehensive dashboards designed for agents and supervisors, Sprinklr Service empowers you to enhance your ability to provide swift and effective resolutions and pinpoint and address underlying issues at a granular level. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service is available for a 30-day free trial to explore the platform at your own pace. If you want a customized product walkthrough for your team, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/demo-care/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"schedule a demo\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and our team will be happy to assist you.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2vmPJWW3xV9LjlT6Hs1VfO\",\"name\":\"TRY SPRINKLR SERVICE FOR FREE\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"TRY SPRINKLR FOR FREE\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"isOpenNewTab\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"7979Oz2zq8Q2gJ3pYvNUq7\",\"name\":\"FAQs \",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6VxKr14Y8F1Kh95KBh2jRH\",\"name\":\"How to create a call center report?\",\"title\":\"How to create a call center report?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To create a call center report, gather relevant data from call center software, choose key performance metrics and format the report with graphs and charts for easy interpretation. Use software tools like Excel or specialized call center reporting software. \\n \\n\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1v4RebrGjUAt1FgS4rV6s8\",\"name\":\"How often should businesses review call center reports?\",\"title\":\"How often should businesses review call center reports?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Businesses should review call center reports regularly, typically on a weekly or monthly basis. This will help them identify trends, monitor performance and make data-driven adjustments to improve customer service.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1EyzIs6T8ViFmNmzoAFxog\",\"name\":\"Are there compliance considerations when generating call center reports? \",\"title\":\"Are there compliance considerations when generating call center reports? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, compliance considerations are crucial when generating call center reports. 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