Originally from El Paso, TX, Cory moved to Austin to begin a career in tech after years of living as a touring metal guitarist. A Texas State University Advertising graduate, he hopes to bring his passion for content creation and branding to Khoros.
Why all the excitement over Manage View?
Moderating a large community is challenging; you have multiple boards, discussion styles, types of users, and tons of content. Wouldn't it be great to have a broad view of everything happening in your community? Manage View offers a simple solution to gain community-wide insight, making it the perfect daily starting point. And the big secret? Manage View is already available for you to start using today.
How about a few surface-level benefits?
Manage View fits naturally between the native community and agent view, serving the needs of those responsible for community growth and success.
Access to the detailed author profile and full conversation history is right where Community Managers and Moderators need it.
It helps community managers and moderators find, prioritize, act on, and track the posts that need attention.
Easily plan, organize, implement, and measure required actions in the community
Okay, I'm excited, how can I use Manage View right now?
Getting started couldn't be easier; simply click the 'manage' option. If this option isn't visible, or you want to grant another user view access, here's how you or your Care Admin can quickly enable it .
Manage View offers a simple command center interface, with columns that can be built up with specific boards, topics, user ranks, unanswered posts, and more, giving you a panoramic glimpse into your community. From Manage View, you can quickly take action through Khoros’ fully-capable Response tool, or you can jump straight to that post in the community for advanced moderation options.
Looks like the secret is out.
It’s time for moderators to get familiar with Manage View for Community Management and Moderation: we’ve got an entire development plan set to bring out more moderation and management capabilities in 2020. Are you Interested in broad community moderation but not yet using Khoros Care? We have a new Add On available for this feature, or you can speak to your account rep about trying it out!
Want to learn more about how to use Manage View with your community? Check out the latest free Product Coaching for Manage View for Community Moderation, head over to our documentation page on Atlas, or drop a comment below!
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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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Many will judge your brand based on their first engagement with care agents, who are in that very vital moment, the face of the brand. Utilizing and understanding the strengths and shortcomings of agents couldn’t be more critical in this environment, but how do you pinpoint through metrics where adjustments are needed? A common concern to acknowledge is cherry-picking, which is essentially claiming requests in a less productive order.
Cherry-picking can be harmful to both the agent and the brand itself
Like most things, cherry-picking can be beneficial in increments with examples like ramp-ups, highly technical requests, or rest intervals to avoid burnout. Habitual use of this action is where managers should be concerned and consider making adjustments. It severely dampens the growth of the agent and could give the customer a false sense of neglect from the brand itself.
How to spot signs of chronic cherry-picking?
Khoros Care comes equipped with a collection of different widgets to measure agent performance; here are a few quick metrics to consider when recognizing cherry-picking.
Out of focus/ Inactive time
How long is the agent logged into the tool but on a different screen: High numbers here can be a sign of focusing on a different window or tab with the tool in the background.
In focus/ Inactive time
How long did the agent go without claiming a conversation, even though the queue is active with open requests: High numbers here show the agent could be actively waiting for easy requests.
Conversations handled vs Conversations engaged
How often agents view a conversation and close it without engagement. Depending on the severity, higher handled numbers than engaged could be a sign of cherry-picking.
This is the number of items the agent unassigned from themselves and put back into the "Available" queue.
Responses per Conversation per Agent
The average number of responses an agent provides to conversations. Low numbers here can be a sign of the agent choosing requests they can finish quickly.
Tips to prevent, avoid or curve cherry-picking
One of the most impactful things any brand can do to prevent cherry-picking altogether is implementing Claim Next or Push Next.
Consider implementing or increasing added incentives resulting from a favorable ratio of closed conversations to engagement.
Ensure incoming and current agents are well informed on the importance of engaging with customers and why it is crucial to the brand.
Every brand has its own unique cases when it comes to how to approach cherry-picking.
Tell us about your approach or ask the community about how you could utilize Care Analytics.
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
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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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