Platform
Digital-first, unified engagement hub
Digital-first, unified engagement hub
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
A unified, actionable view for world-class CX
Channel & tech integrations to provide seamless CX
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
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
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
A unified, actionable view for world-class CX
Channel & tech integrations to provide seamless CX
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
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
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.
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.