Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
In this episode, Angus and Pete discuss the evolution and current state of dialers in CX and contact centers. They cover a bit of background, the various modes of dialing, the impact of digital channels on customer communication, and the integration of outbound voice and digital strategies to enhance customer experience. The conversation highlights the importance of understanding regulations and the need for a seamless customer journey across different communication channels.
Takeaways
Dialers are still very relevant in customer engagement strategies.
Digital channels are becoming the default for customer interactions.
Asynchronous message channels see higher engagement rates than voice calls.
Voice communication remains the go-to for urgent matters.
It’s not about “what channel?”, but “how do you use them all together?"
Successful outbound uses a digital first approach
Digital channels + outbound voice could make the inbound CC obsolete.
Keywords
Customer Engagement, Dialler, Dialers, Digital Channels, Customer Experience, Outbound Calls, Predictive Dialling, Dialing, Voice Communication, Asynchronous Messaging, Customer Satisfaction, CX
The Angus & Pete Show CX Podcast
Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
