Agent Assist 101: Enhancing Customer Service Efficiency
Check out our on-demand webinar on Khoros Care's incredible new agent assist feature Agent assist gives your Care agents the most relevant and helpful resources right at their fingertips, driving agent efficiency and increasing customer satisfaction. This is your opportunity to learn more about agent assist's capabilities and how you can configure modules and widgets to drive agent efficiency. Key Takeaways: Learn how to configure agent assist modules for Care agents to use while assisting your customers. Build modules with widgets including Secure Forms, Response Templates, knowledge base articles, and links. Discover how agents can quickly access and share critical information with users, streamlining the support process and enhancing the customer experience. Track your Agent Assist usage to report on your agents' improved performance. Don't miss this opportunity to unlock the full potential of the Agent Assist system! Below are beneficial coaching and resources for you to explore as you build your Khoros knowledge Product Coaching Agent Assist for Admins Agent assist in Care analytics Additional Resources Set up and configure Agent Assist Use Agent Assist to Respond Agent Assist in Care Analytics Agent Assist Admin Video Agent Assist Agent videoAgent Performance Table: Advanced Product Webinar
Watch our Agent Performance Table Advanced Product Webinar on demand! In the dynamic realm of customer support, optimizing agent efficiency is essential for delivering exceptional service. Leveraging pivotal metrics like handle time, utilization, and focus metrics can gauge and enhance your agents' performance Take advantage of this chance to unlock the potential of the Agent Performance widget and elevate your agent management strategy. In this session, you will learn: Efficiency Unleashed: Transform raw data into actionable insights with the Agent Performance widget. Evaluate agent efficiency effortlessly across various time-based metrics. Data-Powered Decisions: Master selecting and displaying critical metrics like handle time, utilization, and focus metrics. Make informed decisions that positively impact agent performance. Focused Performance Analysis: Harness the power of stacking agents based on specific metrics. Drive targeted improvements and propel your team's productivity. Elevating Agent Productivity: Navigate advanced techniques of sorting and filtering agents. Spotlight top performers and identify growth areas effectively. Stay until the end for a live Q&A session to answer your questions. Host: Wasim Rahman|Khoros Product Coach Can't attend live? That's ok!Register, and we'll send you a link to the recording. Additional Resources: Getting Started with Khoros Care Khoros Care Overview Getting Started with Care Analytics Supported Metrics Setting up Notifications Navigating Analytics Shared Dashboards Overview Monitor Walls Overview Operational Dashboards Overview My Dashboard Overview Dashboard Filters Widgets Overview Exports Care Analytics Exports Team Performance Response Exports Profile Settings Managing Your Profile Set up Offline Notifications Set up Desktop Notifications Subscribe to a Work Queue Incoming Volume Widgets Overview Tags Conversation Status Breakdown Incoming Conversations Closed Conversations New vs. Closed Conversations Open Conversations Queue Backlog Posts Per Conversation Responses Per Conversation Conversation Sentiment Conversion Private vs. Public Conversations Awaiting Agent Response Incoming Posts Incoming Images Customer Experience Responses Response Times Average TAR Median TAR Responses Meeting TAR SLA Agent Performance Online Agents Live Only Assigned in Offline Agent Queues Live Only Agent Performance Agent Handle Time Agent States Live Workforce UtilizationLeveraging Smart Views: Advanced Product Webinar
Check out our Leveraging Smart Views: Advanced Product Webinar now on demand You can download the slide deck from the attachmentson the left panel of this page. Smart Views are advanced filters that Care users can leverage in Agent, Manage, and Analytics. Watch this webinar and improve your reporting tools, capabilities, and knowledge to inform data-driven decisions. In this session, you will learn: What are Smart Views? Why are Smart Views important? Smart View Fundamentals Use Cases + Advanced Applications Stay until the end for a live Q&A session to answer your questions. Host: Tyde Strockbine | Khoros Care Product Coach Additional Resources Atlas Article:Set Up Smart Views Atlas Article:Correcting TAR using Tags and Smart Views Atlas Article:Exports 1:1 Product Coaching Session:Mastering Smart Views Product Coaching Index:CareKhoros Care | Sync vs Async: How customers choose their experience
Check out our upcoming Async vs Sync webinar now live on demand! Determining how agents should interact with customers ultimately should be determined by the customer. In this webinar, we will discuss the different customer and agent experiences with asynchronous and synchronous conversation, as well as how to use automation to set customer expectations. You'll leave the webinar with an understanding of: Sync vs Async experiences for Customer, Agent & Brand How to handle, route, and tag for each experience The key differences in KPIS How Automation can assist in routing the right conversation to the right team Best Practices for Welcome & Suggested Response Speakers: Allison Fasching|Khoros Customer Solutions Director Matthew Henry|KhorosImplementation Advisor Get a head start with our recent blog,Synchronous vs Asynchronous Conversation Priorities. We define asynchronous vs. synchronous, how to forecast staff, and be successful in each channel.Modernizing Digital Care: Change the Conversation
Check out our Care Advanced Product Webinar andAtlas Seriesfor Modernizing Digital Care. April 15th @ 10am CT - Khoros Care Advanced Product Webinar You're using Care; you're thinking "customer first," but are you continuing to evolve your digital care strategy and processes to meet the customer where they're at while providing an excellent customer service interaction? During this webinar, experts from Khoros' Customer Solutions Design Center will cover strategies and tactics you can apply when evolving your use of Khoros Care. Join us for a 45-minute session as we share practical recommendations about steps to take as you continuously improve and refine your customer's experience. You will walk away with: A three-step strategy to Analyze, Optimize, and Grow digital care Insight into change management activities to maximize the benefits associated with the 'people side of change' Links to additional resources with further detail Ask us anything during a live Q&A! Speakers: Allison Fasching,Customer Solutions Director|Khoros Ramona Maher,Change Management Director|KhorosKhoros Innovate | Roadmap + Kudos + Live Q+A
Thursday, September 29, 2022 | Khoros Innovate We are bringing our customers together virtually to celebrate innovation on September 29. A customized experience to focus on Khoros Kudos, Product Roadmap, and Live Q+A sessions with the product team. Register now to save your spot!Khoros Care: Introduction to Agent Assist
Check out our Introduction to Agent Assist Webinar now on-demand! As part of the Spring Innovation Release in April, we introduced an exciting new AI-powered contact center feature — Agent Assist Powered by Flow, Agent Assist automatically delivers real-time guidance and information to agents, empowering them to reduce handle and training time, boost first contact resolution, and deliver a consistent customer experience on every interaction. Watch now to learn more about this feature, its capabilities and benefits. During this webinar, you’ll: Learn how it drives efficiency and ensures a consistent CX See how easy it is to enable, configure and manage Understand how to apply it to various use cases in your contact center How A.I. can help modernize your contact center Plus, at the end, we’ll have a live Q&A where you can ask questions and provide feedback. Register today! Speakers: Lisa Hotchkiss | Khoros Associate Director - Product Marketing Liz Herald | Senior Product Owner - Product Management Gijs van de Nieuwegiessen | Vice President Automation - Product Management Get a head start with our recent blog, The Hybrid Future is Here: Let’s modernize your agent's experience. Your agent’s experience can make or break your customer satisfaction. Learn how to fully utilize Khoros for your Customer Care agents.Beyond the Roadmap: TikTok & Talkwalker Deep Dive
Check out our on-demand Product Webinar Beyond the Roadmap: TikTok and Talkwalker deep dive Slides Transcript Khoros recently released new TikTok integration and deep listening capabilitiesfor brands using Khoros Marketing and Care. Marketers and social care teams can now publish, measure, & engage on TikTok and integrate with the industry’s leading deep listening platform — Talkwalker. Learn how to get started with TikTok: Plan and publish to better reach and grow your audience Track and analyze the effectiveness of your TikTok content Deepen your connection with your audience through 1-to-1 engagement Learn how to leverage Talkwalker deep listening: Identify mentions outside your owned channels to boost brand love or manage risk Leverage sophisticated AI to identify the sentiment, emotion, & intent Utilize advanced widgets to turn trends into content and strategy Speakers: Josh Snider | Khoros Director - Product Marketing Matthew Prendergast | Senior Product Marketing Associate Vinayak Mookherjee | Director - Product Management Get a head start with our recent blog, TikTok Analytics: The Next Frontier In Digital Engagement. Take a deep dive into reading between the lines of your TikTok analytics and why they’re unlike any other.[North America] Khoros Roadmap Webinar
Tuesday, May 17 | 11 am CT / 9 am PT / Noon ET [RECORDING] Join us as the Khoros product marketing team shares recent innovations to the Khoros Digital Customer Engagement platform. We will walk through upcoming releases on our roadmap, live Q&A. We can’t wait to chat with you! Open to Khoros customers.Khoros Care Product Webinar: Choosing the Right Tool
Check out our Advanced Product Webinar for Khoros Care now on demand! Understanding when to use each of the primary Khoros Care tools is the key to getting the most value from both your team and the platform itself. Khoros Care links our Marketing and Communities applications, providing a natural command and control center, supporting a wide range of use cases. Join us for a 45-minute session as we share practical strategies and recommendations on which Khoros Care tool is the right one for the job. You will walk away with: An in platform demonstration of 11 practical use-cases, beginner and expert A better understanding of when to use Agent View, Engagement Manager, and Analytics Ask us anything during a live Q&A Speakers: Dave Evans, Distinguished Engineer | Khoros Care Ana Rivas, Product Coach | Khoros Care
