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Executive and Senior Managers Recommended Reading

Modified on Tue, 05 Dec 2023 at 09:07 AM

NotesEstimated Reading

Gain insight into how your customers feel about a myriad of things

Customer InsightsThink of this as your Console for an individual or a customer.
Improve your understanding of your customer's perception of our organization

Keywords and TrendsCompare keyword patterns with Sentiments detected, products, operating systems, regions and more.
Improve the quality of the Support organization

Agent InsightsReview key statistics on agent performance and handling of incidents.
Reduce overall costs per case

Operational Metrics
Proactively address escalations in customer supportPatterns and Outliners
Review at-risk customersSentimentsCheck out the short tutorial on Sentiment Scores.
Improve ability to analyze customer sentiment accurately
Determine your organization's baseline sentiment and attention

Short Clip Overviewing SupportLogic Team Performance Analysis

In this video, Jana will discuss how executives can utilize SupportLogic to analyze the performance of their teams. He will introduce the new charts added to the analytics section of SupportLogic, including the escalation chart, likelihood escalates chart, and escalation request chart. 

These charts provide valuable insights into the number and percentage of escalations, predicted escalations, and customer-requested escalations. Additionally, he will explain how executives can use different case fields to analyze trends in escalations based on regions and sentiments. This video aims to help executives make data-driven decisions and take appropriate actions to improve team performance.

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