Course

CERTIFICATE

Sprinklr Modern Care Supervisor Pro

Duration: 1h 49m
Learn to supervise and enhance the omni-channel customer care experience, manage and audit Care Agent teams at scale, deploy surveys and create dynamic reports, and setup Sprinklr AI elements to automate responses and maximize CSAT.
Free

$199

Curriculum
Monitor Performance and Analyze Results

Monitor Performance and Analyze Results

Omnichannel Reporting to Track Performance Across Digital

Knowledge Check: Omnichannel Reporting to Track Performance Across Digital

Measure Key KPIs and SLA to Track Productivity of Agents

Knowledge Check: Measure Key KPIs and SLA to Track Productivity of Agents

Capture CSAT, NPS from Customers Post Care Interaction

Knowledge Check: Capture CSAT, NPS from Customers Post Care Interaction

Analyze Service Insights to Identify Improvement Areas

Knowledge Check: Analyze Service Insights to Identify Improvement Areas

Audit Your Care Agents and Identify Training Programs

Knowledge Check: Audit Your Care Agents and Identify Training Programs

Analyze the Quality of Agent Actions in Entire Case Journey

Knowledge Check: Analyze the Quality of Agent Actions in Entire Case Journey

Identify Cases with CSAT and Audit Them

Knowledge Check: Identify Cases with DSAT and Audit Them

Monitor Performance and Analyze Results: Assessment

Increase Agent Productivity

Increase Agent Productivity

Deliver Care on Modern Messaging Channels

Knowledge Check: Deliver Care on Modern Messaging Channels

Deliver Proactive Care Using Online Web/Mobile Chat

Knowledge Check: Deliver Proactive Care Using Online Web/Mobile Chat

Deliver Email Care to Your Customers

Knowledge Check: Deliver Email Care to Your Customers

Implement Use of FAQ Bots

Knowledge Check: Implement Use of FAQ Bots

Share KB Articles to Customer for Troubleshooting

Knowledge Check: Share KB Articles to Customer for Troubleshooting

Feature KB Articles in your Community

Knowledge Check: Feature KB Articles in your Community

Implement IVR Deflection to Deflect Call Volumes

Knowledge Check: Implement IVR Deflection to Deflect Call Volumes

Deploy Chat Services on Mobile Apps

Knowledge Check: Deploy Chat Services on Mobile Apps

Set up Workflows to Send Customer to Authentication Portals

Knowledge Check: Set up Workflows to Send Customer to Authentication Portals

Secure Form and PCI Compliance

Knowledge Check: Secure Form and PCI Compliance

Train AI-Based Model on Customers Conversations

Knowledge Check: Train AI-Based Model on Customers Conversations

Surface Customer Sentiment and Satisfaction to Agents

Knowledge Check: Surface Customer Sentiment and Satisfaction to Agents

Increase Agent Productivity: Assessment

Feedback

Feedback Survey

Congratulations!

About this course

As a supervisor my main responsibility is to ensure that my team is staying productive and efficiently meeting all of our customer’s expectations in a timely manner. 

To monitor my team and report on their success 

  • I will use Sprinklr Modern Care Reporting to track my agents performance as it relates to operational time bound metrics to ensure we are operating as efficiently as possible. 
  • I also use Sprinklr to track qualitative, experiential KPIs that are seen as critical to my senior leadership and the company’s bottom line.
  • I can regularly monitor productivity of my Agents and teams from within the Care Reporting Dashboard to ensure their caseload is distributed fairly and to ensure they are using their time wisely. 
  • I can use this data to identify the need to implement tools to help agents become more productive.
  • I will also use Care Reporting dashboards so I can analyze customer feedback to improve quality of service. 

Since I continually monitor dashboards focused on customer feedback, specifically their CSAT scores 

  • I can identify agents that may need additional support and provide specific feedback based on their case history.
  • I can also use these reports to identify trends and further develop best practices for agents based on positive feedback from customers at the case level.

Creating an audit cadence helps me ensure that all of our customers have a standardized experience regardless of the agents they interact with and overall improving the customer experience across our organization.

  • Within Sprinklr I can also periodically audit my agents and guide them to improve their performance and celebrate the success of the high functioning agents. 

Throughout this course you will learn about all of the tools which can help further strengthen your team and improve the customer experience.