Khoros is doing everything we can to support our customers’ efforts surrounding the COVID-19 pandemic. During this crisis, we are all acutely aware of the additional challenges and importance of good customer service. Join us for a webinar and live Q&A, to learn practical strategies and recommendations to best support your customers during a public health crisis. This event is exclusively for Khoros Care customers. Allison Fasching, an award-winner customer service leader and customer experience consultant, will share a Khoros Care playbook to support your customers in the midst of a COVID-19 pandemic, including:
Practical strategies for using automation and adjusting workflows to handle volume spikes
Recommendations on using and promoting digital channels if call centers face staffing challenges
Considerations and implications of remote working environments for agents and supervisors
Choose the best time for you:
Webinar — March 19: 8:00 am CT | 1:00 pm GMT
Webinar — March 19: 11:00 am CT | 4:00 pm GMT
Webinar — March 19: 7:00 pm CT | March 20: 11:00 am AEDT
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Modernizing Your Contact Center Webinar
Featuring Kate Leggett from Forrester
Why we made this webinar
Customers communicate digitally with everyone in their lives; why should it be different with businesses? As digital channels continue to proliferate, brands need to adopt new ways of communicating with their customers. Today, companies offer, on average, seven channels. This is projected to grow to 12 over the next year.
Learn how to evaluate and strategically implement new digital channels to connect with your customers on their channel of choice and in their moment of need — in the same way they communicate with those closest to them.
Who it’s for
We made this webinar with transformational Contact Center, Customer Care and Customer Experience leaders of enterprise-level businesses in mind.
Our speakers include Kate Leggett, VP, Principal Analyst at Forrester, and Allison Fasching, Customer Experience Consultant at Khoros. Kate is a leading expert on customer relationship management and customer service strategies, maturity, benchmarking, governance, and ROI. Allison is an award-winning customer care leader recognized for creating operational efficiencies and implementing digital-first customer strategies.
What you’ll learn
In this webinar we’ll dive deep into these four questions:
Why is it important to be where your customers are?
How do you measure the quality of service delivered over digital channels?
With the rise of digital engagement, how do you forecast your staff?
What are the best practices for adding new care channels?
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