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- Khoros Care
  
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  Messaging | Modern Chat | Chatbot | Social
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  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
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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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  Need anything? We’re here for you
- Social Responsibility
  
  Our commitment to do more and do better
Community
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  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Platform
Platform
- Platform
  
  Digital-first, unified engagement hub
- 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 | Experiences
- Integrations
  
  Channel and tech integrations to provide a seamless customer experience
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
Read our recap
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
Company
- 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
- Social Responsibility
  
  Our commitment to do more and do better
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here
Join Atlas

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.

Download the Ebook

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 is taking over contact centers and channels are increasing

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.

AI can help, but also complicate contact centers

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?

Traditional workforce planning was not built for an asynchronous world

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.

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