Measure customer satisfaction, track team performance, and gain insightful data to optimize your team’s workflow
Know what’s happening
with key performance metrics
Sparkcentral’s advanced reporting and analytics functionality helps you understand and act on your customer and team data.
Customer Feedback with Twitter
Become one of the first brands to capture customer feedback directly within Twitter and analyze data in order to understand how your customers view and value your products and services
Easily collect and capture NPS and CSAT feedback from customers on Twitter immediately after the conversation is resolved.
Analyze customer voice via a Customer Feedback Dashboard that shows NPS and CSAT scores along with historical trends for both.
Supply feedback reports to managers and senior leadership in order to drive visibility and improvements.
Real-Time Metrics Dashboard
Keep pulse on key contact center performance metrics, adapt to customer demand, optimize staffing, and gain context around incoming conversations
Get insights into what topics/issues are trending along with agent availability and other key contact center metrics, so that you can better coordinate your response to volume spikes and still deliver outstanding service.
“Sparkcentral’s reporting functionality and Real-Time Metrics dashboard have given us an intuitive and simple way to keep a pulse on our social media engagement. This, coupled with Sparkcentral’s powerful workflow and routing functionality, makes for a seamless process as we take care of our customers when it matters most.”
Laurie Meacham, Manager Customer Commitment
Measure Agent Performance
Agent Response Quality Report
Helps managers and agents understand the impact of their responses on the customer experience.
Review individual and team messages in real-time and over a specified range of time
Monitor agent customer interaction quality during onboarding and on an ongoing basis
Focus training efforts to better foster employee development
Agent Performance Metrics Report
Enables managers to review individual agent productivity
Track key metrics such as handle time, response time, time available/away, number of resolves, replies, and more
Review performance across agents and channels, and forecast performance benchmarks