Ep 24 | The Outbound Odyssey

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