OMNI-CHANNEL SERVICE GADI SHAMIA CHIEF OPERATING OFFICER Communication styles are changing, and omni-channel customer TALKDESK service is different than it was just a few short years ago. New methods of communication, from texting, to emojis, to Snapchat, Omni-channel is very different so they don’t get too tired speaking, have forced companies to rethink omni-channel service and step between companies. Depending typing, or chatting. up to satisfy their customers. Our panel weighed in on what it on size, some companies decide Remember to design your means to deliver omni-channel customer service. to have dedicated agents for workforce in a way that covers phone, for chat, for email. Some the right channel, the movement will try to blend them through the between channels, and the right day, if they’re smaller. Some will type of challenges. Empower agents implement shifts, so agents can to resolve issues and think out of Jodi is an American transplant in London leading have more than one task. The the London Business User Group, Women in Tech, first thing to decide is what’s right the box, because there’s a reason and the Developer User Group. She is a Salesforce you have humans at the end of MVP working as a project lead at BrightGen, and is for your company. One unique the phone line. Real humans traveling the world as much as possible. example is the Trader Joe’s model, JODI WAGNER which makes it more interesting for want to serve your customers. PROJECT LEAD Check out the interview below to find out more BRIGHTGEN about Talkdesk and how its app can boost the agents by shifting them around SALESFORCE MVP service for customers. every few hours between channels, SUCCESS COMMUNITY > TWITTER> LISTEN TO INTERVIEW 13