Modernizing Your Contact Center
Contact Centers are constantly evolving. Download the asset to meet more customers in their channel of choice, along with how to plan, staff, measure, & improve.
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If you manage a contact center, you’ve probably asked yourself: “How can my brand be where my customers are without breaking my business or my budget?” You are not alone. In fact, most of today’s enterprise brands face this challenge. In our ebook, Modernizing Your Contact Center, we’ll show you how to embrace the challenge and meet more customers in their channel of choice, along with how to plan, staff, measure, and improve in a constantly changing market.
Enterprise customer care has shifted more in recent years than in 20 years prior. The revolution brands experience today is due to three main factors:
Digital channels are quickly closing the gap on traditional enterprise customer care. The tectonic plates of care have shifted more in recent years than in 20 years prior: digital messaging has surpassed the use of voice, as over 68% of consumers said they text more than they talk on their smartphones. They previously used a single channel to call you (your “800 number”), but now consumers are using a variety of digital channels depending on region, age, or other preferences. Your contact center must adapt, or be left behind.
Not only do contact center managers struggle with how to staff and plan for channel proliferation, they are also faced with overwhelming volumes of data as a result. Consumers are writing more messages to brands to request help, a trend driven in part by the ease of asynchronous messaging and the proliferation of channels. It’s as easy to send a message to a brand as it is to friends and family. Faced with surging volumes of structured and unstructured data, there is a lot of opportunity for AI to help customer service leaders. The challenge begins with finding the right use cases to apply AI so it’s useful and not harmful to your business. And then, how do you plan and staff your human agents vs your bots?
Email aside, most contact centers operate and manage resources with models built for a single channel — phone — and a single communication style — synchronous (a live conversation, that closes at the end of the session). Agent performance is easier to track in traditional synchronous environments with a defined start and end time, like a phone call or a chat session.
Download the ebook now to learn actionable strategies to improve your enterprise customer care.
We’re hard at work helping our customers through this crisis, and we’re launching a variety of offers and resources to help customers. If you’re facing any of these challenges or want access to the offers below, please contact your Customer Success Manager or contact us.
Digital-first customer service with Khoros Care
Many customers face a surge in support cases stemming from the crisis and are challenged to meet this demand with customer support working remotely. Moving support volume to digital channels, like modern chat and messaging, works well in remote-work environments and enables agents to help more customers faster. Khoros Care customers can seamlessly add these channels and be up and running in as little as 48 hours.
COVID-19 listening with Khoros Intelligence
More than ever, brands need to listen to and understand their customers’ needs and challenges. We’re helping brands get a detailed view into the impact of COVID-19 through Khoros Intelligence — an analytics tool usable by anyone, not just data analysts.
We’re offering Khoros Intelligence as a complimentary service for Khoros Marketing customers during this crisis. Get expert advice from our Strategic Services team for implementing this for your brand.
Best practices for managing through a crisis
Khoros represents more than 20 years of combined expertise in digital customer engagement. We’ve created a resource hub in our community, Atlas, to connect you with crisis management content and expertise, and will continue to build this resource in the weeks and months ahead.
To connect and get access to these offers, get in touch with us.