[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.2.5KViewsSign in to react to this post5CommentsLeveraging 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 attachments on 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: CareViewsSign in to react to this postCommentsKhoros 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!ViewsSign in to react to this postCommentsAgent 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 UtilizationViewsSign in to react to this postCommentsKhoros 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.ViewsSign in to react to this postCommentsKhoros Care: Advanced Analytics Tips & Tricks
Check out our recent Care Advanced Analytics Tricks & Tips Webinar on-demand, as well as the resources mentioned Advanced Analytics Resources: Agent Activities Metrics Overview Complimentary Care Product Coaching Where should you start with Advanced Care Analytics? One of the things we love about Khoros Care is the robust reporting capabilities. However, it can sometimes feel overwhelming with all the data and different customization options available at our fingertips. During this 45 minute webinar, a Senior Khoros Learning Advisor will walk you through advanced tips & tricks for reporting on incoming volume, customer experience, and agent proficiency in Khoros Care Analytics. You'll walk away knowing: How to use smart views to track sentiment and better understand tag trends/volume What the difference is between median and average SLA (TAR) and which to focus on How to analyze agent effectiveness through granular agent performance metrics Answers to your questions during a live Q&A Speakers: Macaully Shumate | Khoros Senior Learning Advisor, Customer Education Sign up for our newsletter! Stay connected with a monthly round-up of Khoros news, updates, and tips! July 29th Khoros Care Webinar: Advanced AnalyticsViewsSign in to react to this postCommentsKhoros Roadmap Webinar
Learn about our recent product enhancements and check out what’s coming soon. Watch the roadmap webinar now Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. There is plenty of time for Q&A, and for the first time ever, live breakout sessions to go deeper on the topic you care most about. We can’t wait to chat with you! In this webinar you’ll: Learn about key innovations and investments across all Khoros products Dive deep in one of three breakout sessions on our roadmaps for Social Engagement, Digital-First Care, or Community Ask our product leaders about our current and future innovation during a live Q&A Speakers: Sejal Amin, Chief Technology Officer Ryan Studer, Vice President, Product Justin Fellers, Principal Product Manager Sofie Pompa, Senior Director, Product Management Rahul Hari, Senior Director, Product Management Dave Evans, Product Manager, Engagement Manager Dianni Ortegon, Product Manager Rob Kime, Staff Product ManagerViewsSign in to react to this postCommentsKhoros 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 CareViewsSign in to react to this postComments
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