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Here’s the Atlas content you do not want to miss!
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Gartner® Customer Experience Management Framework
Assess your CX management maturity and determine what steps to take next. Learn the three pillars, nine business capabilities, and 19 activities needed to successfully deliver a CX initiative.
Becoming a Leader of Organizational Change
“People are gonna have reactions good and bad. You can predict many of them. Think about how you'd like to handle them. Don't be surprised.”
— Ramona Maher
The High Cost of Low Agent Retention
Losing and hiring frontline customer care agents can cost more than a few lost customers. Can you afford to lose more?
Don't have time to read? Check out the audio version of our blog, also found on your favorite podcast platforms!
Marketing
The Social Marketing Paradox - Redux
While it’s easy to produce a well-crafted video or text ad, the ability to market in real-time is brand new in the marketing world. It’s still being tested and tinkered with to find the best method to engage with customers in real-time while still remaining relevant.
Adding Labels and Plans to Posts in Bulk (A time saving tip!)
One of our primary goals is to grow our users’ knowledge to be more efficient and effective when using our platform. With that said, I have found that not everyone understands the process of bulk planning and labeling and why it is important to their reporting. It can also be a big time saver!
Care
Creating Highly Efficient Teams with Push-Next
You already spend a lot of time configuring the appropriate priorities and routing rules to have conversations filtered and sorted. It’s a part of your job to optimize your agent's queues to meet SLAs for responding to and resolving customer issues. Why not automate some of that process?
Communities
Oracle Cerner’s Kandice Eckhoff: The Pros and Cons of Group Hubs
Do you use group hubs, or are you considering using them in your community? Find out why you need to have a strategy in place before you begin, and consider setting one up if you do not have one already.
Webinars & Events
Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access
Upcoming
Khoros Innovate | Roadmap + Kudos + Live Q+A
Community Meet-up — Zurich, Switzerland
Available On-demand
Khoros Care: Introduction to Agent Assist
Snack Breaks & Hot Takes: Big bets for communities in face of budget cuts
Engaging Atlas Discussions
Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
i_am_ryan started a great discussion about how to decide whether content should be hidden in a community, and got some insightful replies from LisaB, CarolineS and leowarren. Thanks for bringing up such a great topic
High five to tramynguyenh for starting an insightful thread about how to organize internal communities, and StanGromer for chiming in.
mdoumbia1 asked how to create a progress bar feature for his community, and Malcolm-M and StanGromer shared some ideas from their communities with screenshots of the end result, to produce great back and forth. Enjoy that accepted solution, Stan - you earned it!
Top Engaged Contributors
Special thanks to the current Atlas Top Engaged Contributors: CarolineS , StanGromer , keithkelly , radhika_kundana, MarkSchwanke , elbranscomb , sdhake , Lief , and damian-ivanov!
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