What You Can Expect
Get the Most Out of SX Prevent
The customer interactions in your CRM contain a wealth of information that can help you identify areas for improvement. Efficiency, customer experience, employee experience – insights into these and other KPIs are waiting to be revealed.
All you have to do is utilize the core capabilities of SX Prevent to create the reports and dashboard you need to track those KPIs.
Key benefits of SX Prevent:
Efficiency
- Summarizes how agents/engineers are performing based on different factors such as case conversation, responder, and case owner counts
- Enables drill-down reports of Days Spent in Escalated State, Days to Escalation, Escalation Distribution by Day, or custom reports
Customer Experience
- Know how your customers feel with a view into your team’s Sentiment Scores
- Drill down to explore specific Sentiment trends and Attention Score trends
- Create custom charts including comparative metrics to spot changes over time
Speakers
Max Greene
Sr. Customer Success Manager & Product Expert, SupportLogic
Deepak Lakshmaman
Sr. Product Manager, SupportLogic