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Amazing Business Radio: Gabe Larsen

ShepHyken

Chatbots have an important role to play. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system. What is the difference between multichannel and omnichannel? Personalization has only grown more important throughout the COVID-19 pandemic. Customers are used to it, and it’s not going away.

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The Power of Email and Chat: Connect Your CX Support Strategy to Multichannel Conversations

Netomi

Chat, it seems, has emerged as the shiny new avenue for support, especially in the world of chatbots and AI, and email has fallen to the wayside. There is room for both, and here’s why – and how – a strong customer support strategy should include email, and seamlessly connect multichannel conversations.

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Is it really time for your company to embrace chatbots?

Eptica

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps. Published on: October 12, 2016.

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LiveVox CEO Discusses Leveraging Multichannel Consent to Drive Digital Engagement at insideARM’S 2018 First Party Summit

LiveVox

The post LiveVox CEO Discusses Leveraging Multichannel Consent to Drive Digital Engagement at insideARM’S 2018 First Party Summit appeared first on Livevox.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Chatbots and customer service

Eptica

Date: Friday, April 22, 2016 Chatbots and customer service. Consequently, Facebook ’s recent announcement of chatbots on its Messenger platform has significant interest for customer service teams. Companies can create their own, branded chatbots and then use them to engage with customers on Facebook Messenger.

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A Foundation for Exceptional Digital Self-Service Design

COPC

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.