Platform
Digital-first, unified engagement hub
ANNOUNCEMENT: Khoros acquires CX innovator Topbox and closes significant new growth investment from Vista Equity Partners Learn More
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Quality control isn't just for products. Contact center supervisors have the enormous responsibility of ensuring high-quality, efficient service for every customer, every time. Consumer expectations are rapidly changing, and the best contact centers are changing with them. That takes a careful, intentional approach to customer experience. A professional staff is important, but just as vital are effective tools and workflows to get the job done right.
Managing a successful contact center isn’t just about creating happy customers; it’s also about making sure agents have the resources they need to succeed. Brands that excel in customer service focus internally as well as externally. They take concrete steps to reduce agent turnover, improve workflow efficiency, and measure agent performance in real-time. They also leverage artificial intelligence, including chatbots, to reduce agent workload and make sure that humans are handling the most important inquiries.
We have assembled this guide, with strategies and tools used by some of the top brands in the world, to help contact center supervisors understand and implement techniques to raise customer satisfaction — even when customers contact the brand with complaints or negative feedback. The best brands don’t simply resolve customer complaints mechanically; they use a combination of human intuition and AI-driven technology to turn negative experiences into positive ones. That means more retention and better business metrics for your brand.
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