The Atlas team is proud to introduce everyone to Staci Satterwhite, our new Chief Customer Officer! I couldn't be more excited to have a leader like Staci joining our ranks, and I hope everyone enjoys this quick interview with her.
Please join me in welcoming @StaciS to Atlas, say hello, and leave a comment with any questions you have for her below!
The interview was conducted over zoom on Wednesday, May 27th. The video has been edited for time and clarity.
Hi! I’m Staci Satterwhite, the new Chief Customer Officer here at Khoros. Very excited to be speaking with you here today.
What is the first thing you would like our customers to know about you?
I would actually like to say the first thing I want customers to know is that it's not lost on me that I've just become the chief customer officer for an organization whose tagline is “create customers for life” so that's something that we will need to embody and make sure we are actually doing for our customers.
I will do a lot of listening to figure out what customers think we're doing well, and not well, and then create the initiatives we need as an organization to mobilize around so that we can say that we are indeed an organization that creates customers for life just like we are helping our customers.
How do you plan to bolster Khoros thought leadership?
So I'm not coming to this role thinking that I'm anywhere near a thought leader in this space, because I'm not, personally. Again, I do come from a background in security in this space, so that will always be near and dear to my heart, that whatever digital transformation our customers go through we need to make sure we’re helping them do that securely. And that’s just my most recent background so again near dear to my heart. But for visionary, we have several product owners, we have several GM's across the company that are visionaries in their respected product lines. My role will be to try and get priorities from customers to make sure we can deliver on those.
Do you plan on being an outgoing leader? What will be your approach?
This is for sure the first time I've taken a job in a pandemic so I won't do what I would normally do which is immediately kind of get on a roadshow to go face-to-face meet customers to really listen to what they think we're doing well and not well. I will need to do that virtually this time, obviously. I’d like to think I’m outgoing from a standpoint of making sure that we are in front of customers as much as I think we should be but also listening, that's a really huge important aspect to me, my job predominantly is to listen to what our employees, customers, and shareholders all think we need and then to mobilize the organization around those things.
As a person early in my career, I look to my leaders for inspiration: Did you have a leader who inspired you?
Oh wow, great question. Yeah absolutely, for sure there have been people I’ve worked for that have been inspirational as well as that I learned a lot from at various times in my career. I will tell you somebody I worked with at Microsoft, years ago, was not my direct boss but years ago I worked with somebody at Microsoft who imparted something upon me that I still used today.
She said to me your job needs to do three things for you, those three things are:
Use your existing skillset to their fullest potential
Build on those skill sets and create new ones
Get you out of bed
And so I try to use these three things when working with my team to make sure I understand those things about them so that we can have a great journey together. So that's one thing I learned from somebody that I worked for a few years ago.
Now I’ll also complement that by saying I’ve worked for some bosses that I didn't think were that great either so like all of us who you learn from the circumstances that are good and you also learn from the circumstances that might not be exactly what you were hoping for at that moment.
Thanks, everyone for your time I'm super excited to be the new Chief customer officer at Khoros. again I'm Staci Satterwhite look forward to meeting you and speaking with you soon.
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Instant gratification dominates the digital engagement space, and customer support teams are on the front line. Many consumers judge your brand based on their first engagement with care agents, who, in that vital moment, are the ambassadors of the brand. Their judgments can be harsh, especially if you don’t meet their expectations for response time. If you’re a contact center manager, taking advantage of your agents’ strengths — and understanding their shortcomings — couldn’t be more critical.
Cherry-picking can be harmful both to the agent and to the brand itself
Off the bat, let’s clarify that, though they are rare, there are times when cherry-picking can be beneficial: during ramp-ups, on highly technical requests, or during rest intervals. This can help agents avoid burnout, get help where they need it, and thus improve their overall quality of service. In short, you shouldn’t expect your agents to always take the most difficult cases first, because that’s not good for them, you, or your customers.
Cherry-picking becomes dangerous when it’s used habitually — and this is exactly when you, the contact center manager, may need to step in. The practice can severely dampen an agent’s growth, and risks giving the customer a false sense of neglect from the brand itself. Remember, in this moment, that agent is the brand ambassador. And it’s up to the managers to equip them with the right tools — including a conversation management platform to represent the brand as well as they can.
Brands can use metrics from their contact center management software to spot signs of chronic cherry-picking
Khoros Care comes equipped with a collection of different widgets to measure agent performance. They are excellent ways to detect a number of potential issues in real-time, and cherry-picking is one. Here are some of the metrics that matter when you’re trying to avoid habitual cherry-picking.
Whether agents are active within the agent dashboard can be an excellent indicator of whether they’re cherry-picking. If they’re logging a lot of out-of-focus or inactive time, they may be focusing on a different window or tab with the agent console in the background. Check how long agents go without claiming a conversation, even though the queue is active with open requests. High numbers here show that they might be passing up difficult requests to wait for easier ones.
Remember, though, not to take this statistic in a vacuum. An agent might not claim a new conversation simply because they are helping a customer with a difficult, time-consuming task. So make sure to measure not just how long they go without claiming a conversation, but also how long they go without any activity
With the right context, handle time can also be a warning sign for cherry-picking. An agent whose average handle time is far shorter than that of others may be intentionally selecting easier topics. Perhaps an even better indicator is when an agent often opens conversations and closes them without engagement.
Track how many conversations your agents handle versus how many conversations they engage. If these numbers are far apart, it can indicate that the agent is cherry-picking. Again, though, make sure to view this metric within the context of others as well, as it doesn’t always tell the whole story.
Tracking how many conversations agents assign — and even more importantly, unassign — themselves can be an excellent predictor of cherry-picking. If an agent has assigned and then unassigned themself from a high number of conversations, it’s likely that they are cherry-picking.
The analytics view in Khoros Care displays multiple widgets with graphs to provide real-time visibility into activity on your social media channels, as well as your team's performance. You can filter the data according to time range, priority, and work queue. One metric in this view that’s helpful for detecting cherry-picking is an agent’s responses per conversation. How many times an agent responds within a particular conversation can indicate the difficulty of the task: easier tasks typically require fewer responses.
Preventing cherry-picking in your contact center
First, they can implement Claim Next or Push Next — powerful options that are included as part of the team-level settings you can define for each of your response teams. This eliminates cherry-picking by simply hiding the conversation queue from agents. Instead of selecting a topic, the agent can claim (or be pushed) the next one in the queue. Since they no longer have the ability to choose topics, it is impossible for them to cherry-pick. Still, use these options with caution, as they can limit agent freedom in ways that harm the brand.
Another (less extreme) strategy is to incentivize agents to more often handle difficult or longer conversations by monitoring sentiment conversion . With a pulse on the agents giving white-glove service to complicated problems, you can easily implement incentives for proactively picking up conversations with the most frustrated or dissatisfied customers.
Every brand has its own unique cases
When it comes to how to approach cherry-picking, different brands will solve them in different ways. Still, regardless of which strategy (or strategies) you choose, it’s always a best practice to ensure incoming and current agents know the importance of engaging with customers.
Huge shout out to Product Coach Lindsey Fortner (@LindseyFo) and Customer Success Manager Jayme Hunter (@JaymeH) for providing details.
Need some more info on using Care Analytics? Check out these resources.
Agent Activities Metrics
Live Workforce Utilization widget
Questions? Comments? Thoughts?
If you have any questions on the tips provided, please comment below, and I’ll get back to you!
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I’d like to take this opportunity to share a message from the Khoros Facebook page , showing support for anybody who has been affected by racial injustices:
“We’re all connected.
When one of us hurts, we all hurt.
It has to stop.
The Khoros team stands in solidarity with the Black community in the fight for racial equality and social justice. We’re donating to The Center for Social Inclusion to help advance this important work, and we’re grateful for their leadership and the many others who are teaching us how to be better citizens.”
I'm extremely proud to work for a company that is willing to stand up for justice. Everyone be safe, take care of yourself and your community, whether it’s online or offline.
As you continue to support your customers during this crisis, let us know what is or isn’t working or what we could do to help in our Crisis Tips section.
Welcome to the Atlas highlights for May.
We launched the redesigned Atlas landing page at the beginning of May, and many members wanted to know about how we made our decisions. We are proud to share our Atlas Redesign Story with everyone, which focuses on how the team approached decisions and plans.
Khoros Engage is going virtual this fall . We feel this is the best path to deliver the content and connections you expect while keeping you, your colleagues, and our employees safe.
May ended with the surfacing of numerous sensitive issues for the public, all of which can affect your brand. @AnastaciaD provided some tips on monitoring the overall conversation to help inform your social strategy.
@AdamP put together a six-part series of most commonly used features of our Intelligence product to help your day-to-day. Be on the lookout for the next installment. Step 1, Step 2, Step 3.
Have you been curious about accessibility requirements for user experience? @Finney0225 asked the community, and @RahulHa and @MrB77 gave excellent resource options that could help out
We love it when members share their original content. Check out @BrianOblinger’s community-focused podcast , with topics ranging around ‘post-pandemic predictions’ and ‘getting a job in community.’
*Great Read* 3 actions brands should take to prepare for the world that is coming, put together by @JacobBo , @ChristyK , @PeterS , and @Kevin .
Don’t miss out on your chance to sign up for the Building Next-level Customer Engagement with Messaging & Chat webinar on June 10th and 11th.
Top Kudoed Contributors
Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in May, @StanGromer, @CarolineS, @jeffshurtliff, @DanK , @etchen.
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Last year, Khoros invited internal stakeholders and various community customers to a workshop/interview session on the state of the Khoros community. Here are a few quotes from participants.
"I don't find the look and feel great. You guys build communities – yours should knock it out of the park."
"I want to go to a customer, open our community, and say 'this is what your world should look like.'"
"Navigation is confusing – seems like duplicate areas, and I'm not sure where to post sometimes."
"There's not enough value. It's not fun enough. It's not sexy enough. It's too forum-rich."
After rebranding the Khoros community to " Atlas " later in 2019, we began drawing plans for redesigning the number one place members see when they visit the community, the landing page. We thought that this would provide the most immediate impact on how everyone navigates and interacts with Atlas.
Our primary goals were simple on the surface.
We wanted to approach planning the project with as much insight as possible, both internally and from customer feedback. We took in ideas from all the feedback that we have received in meetings, calls with customer-facing groups, and teams around the organization to form our primary goals.
Improve the customer experience through:
Simplifying the top-level navigation interface
Increased focus on search
Clear content categorization throughout the community
Better representation of member ranks and roles
Encourage consistent Khoros branding across Atlas:
Rebuilding the top menu with brand colors and imagery
Replacing previous avatar images with a branded collection
Planning tasks for a powerful remote team.
Themed Jiras and team communications were our map and compass to success as a completely remote team working through the external stresses of the COVID-19 pandemic.
Team syncs were used to discuss navigation, organization, component usage, and cosmetic decisions throughout the project as well as to encourage morale. Jira tasks were worked on collaboratively, with different members leading the goals of each task and assigning developers to execute a bulk of the background magic. Communication and trust in individual team member skills were vital in overcoming many blocks and hurdles, including sizing difficulties and broken code.
Major tasks accomplished
Rebuilt the top menu from scratch
Switched from a hamburger menu to a top menu
Coordinated new branded icons with the design team
Migrated categories to reduce clutter
Reassessed search bar placement
Removed the featured slider from the Hero Area (top area of the page)
Centered and widened search bar
Included community statistics below
Minimized the floating header search bar into an expanding search icon
New avatars/ rank icons
Four new collections of avatars newly created by the design team
Revamped Rank icons
Updates to the What's happening in Atlas component
Posts now include colored discussion style tags
Reduced visible teaser text limit
Refined content byline (Author/Location/Title)
New Featured Posts area/style
Rebuilt to increase the spotlight on content
Remove/move landing page components
Our humble achievements and inspirations
Overall, the project was a triumph for the team and the community. After the initial launch of the redesign, many members were excited by the thought and effort shown in the landing page design. We looked to Alteryx and Atlassian communities as integral sources of inspiration for our top menu design choices, with their use of brand icons as button images and streamlined navigation. We chose to reprise existing Khoros glyphs to serve as buttons with brand colors to represent different categories and products better. Many members felt these changers were far overdue, and despite some minor lingering issues and design flaws, the project is considered a step in the right direction.
Every project is a learning experience .
When it comes to what makes a community successful, often the fundamental trifecta of content, navigation, and presentation is paramount. Of course, these three factors do expand into a plethora of approaches, complexities, and decisions based on the goals of the community. Nevertheless, when critics agree the community isn't performing as expected, a great place to begin is reevaluating the fundamentals.
The Atlas team took on this difficult challenge, and despite being small and relatively new, the team managed to achieve our goals on the target date. The execution of our plans is a testament to the dedication of the growing Atlas team and the pursuit to be our own best case study in the digital engagement space. We will continue collecting member feedback on changes thus far and continue to fix minor issues brought on by the redesign.
What's next for the team?
Our goal of developing the customer experience will continue by further reevaluating search, content organization, and section consolidation. The team will continue monitoring how members utilize the Atlas landing page and the rest of the community for plans to better illustrate the purpose of different areas through sectioned landing pages.
Interested in redesigning your community?
Comment below with any questions you have or reach out to your account owner/executive to facilitate the process.
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