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- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
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  We’re hiring — come build the future of customer experience
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- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Products
Products
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Learn More
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Watch now
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Register for free
Resources
- Resource Center
  
  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
Learn more
About
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here
Join Atlas

Modernizing-your-contact-center-q-a-hero-image

Download the Tipsheet

Why we made this Q&A sheet

Our webinar guest speaker, Kate Leggett, VP, Principal Analyst at Forrester, also answered these top questions from Digital Care professionals to help you navigate the change to a modern contact center.

We hear these questions frequently so we made a handy Q&A sheet for you to refer to when you are ready to make the change.
We made this so you can learn from the best. Kate is a leading expert on customer relationship management and customer service strategies, maturity, benchmarking, governance, and ROI.

Who it’s for

We made this Q&A sheet with transformational Contact Center, Customer Care and Customer Experience leaders of enterprise-level businesses in mind.

What you’ll learn

In this Q&A sheet we’ll dive deep into these six questions with answers:

What is the biggest challenge facing global service organizations and traditional contact centers?
Why are so many brands adopting asynchronous messaging as a way to engage customers?
What challenges will managers and supervisors face in proving efficiency and customer satisfaction in a modern contact center?
How can managers align measurement of efficiency, utilization, and productivity between traditional and digital service organizations and how big of a role should automation play?
What are the primary challenges in forecasting staffing needs across digital channels (chat, messaging, social, etc.), and what data could help forecast accurately?
How can managers responsibly add and support emerging digital channels without destroying current SLAs or blowing their annual budget on unplanned agent expenses?

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