Comm100

NOVEMBER 13, 2022

In 2021, this meant that 48% of organizations diversified the digital channels they support. To accommodate the growing number of digital channels, organizations are now moving to an omnichannel support model, which we’ll look at more in the next chapter. This meant a shift away from efficiency metrics towards agent wellbeing.

Tools 189

Tools Customer Service Tips Omni-Channel 189

SurveySensum

JULY 14, 2020

He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 18, 2022

It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement. The tool helps businesses identify the best content for all of their communication channels, share it with their audiences, and track how they connect with it.

Company 11

Company e-support Customer Journeys CRM 11

TechSee

DECEMBER 5, 2017

The solution offers touch-points for the Web, mobile, and messaging channels, Natural Language Interaction (NLI ), Knowledge Management for customers and employees, in-context escalation to live agents, and comprehensive analytics. We have also seen an uplift in almost all of our success metrics along the customer journey.”.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116