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News : Sparkcentral Launches New Version of Sparkcentral
San Francisco, CA, USA, Feb 18, 2016 -- Sparkcentral, a channel-agnostic, enterprise customer engagement platform, launched their newest version of the Sparkcentral Customer Engagement Platform. Using the new Sparkcentral platform, contact center managers and executives can get insights in real-time, enabling brands to keep a pulse on team performance metrics, adapt to customer demand, optimize staffing, and gain context around incoming conversations.
"Managing social customer service takes keen, tactical awareness and the ability to proactively act and react to developing situations," said Davy Kestens, chief executive officer at Sparkcentral. "To do this, managers need to be able to easily view metrics and KPIs that help reduce handle times, increase team productivity, and meet service level agreements. Our continual investments in reporting and analytics functionality enables our customers to use data to improve overall team performance, reduce channel deflection, focus training efforts, identify process improvement opportunities, and foster employee development."
Sparkcentral, working closely with Twitter, also announced it has developed customer service products that enable brands to easily survey the customers they interact with in a simple and structured way.
Customer Feedback collected on Twitter is surfaced in a Customer Feedback Report that shows NPS and CSAT scores along with historical trends for both. The dashboard is viewable by agents, managers, and senior leadership making it a key tool in driving visibility and improvements.
Posted by Veronica Silva Cusi, news correspondent
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Sparkcentral is a customer engagement platform for enterprises that unifies social, mobile, cloud and contextual data to proactively deliver personalized and engaging customer experiences. Customer service teams use our software to efficiently respond and resolve inbound inquiries, have meaningful conversations and maintain brand loyalty with each and every consumer at scale.
Whether it’s breaking news, a local traffic jam, a deal at your favorite shop or a funny pick-me-up from a friend, Twitter keeps you informed with what matters most to you today and helps you discover what might matter to you most tomorrow. The timely bits of information that spread through Twitter can help you make better choices and decisions and, should you so desire, creates a platform for you to influence what’s being talked about around the world. Search results spread across Twitter and in other ways across the Web so you can discover what’s happening on and off of Twitter.
Published: Tuesday, February 23, 2016