Outbound Contact Center

Join us in this episode as Alex Levin, Co-Founder and CEO of Regal.io, and Gregg Johnson, the CEO of Invoca, discuss the dynamic intersection of digital marketing and human interaction in modern revenue operations. Gain valuable insights into how brands are navigating the challenges and opportunities posed by the evolving landscape of customer engagement.

Main Topics Covered:

• The Evolving Landscape of Customer Engagement:
  • Explore the changing dynamics of customer interaction in the digital age.
  • Understand the challenges and opportunities faced by brands in driving revenue through various channels.
• Connecting Digital Marketing and Human Interaction:
  • Uncover the importance of bridging the gap between digital marketing teams and human interaction teams.
  • Examine how a cohesive approach can enhance customer acquisition and drive revenue.
• Data-Driven Insights in Customer Engagement:
  • Delve into the role of data in understanding customer behavior and preferences.
  • Learn how leveraging data can create a seamless and personalized customer experience.
• Transforming Contact Center Operations:
  • Discuss the impact of contact center teams on revenue generation.
  • Explore strategies for making contact center operations as trackable and measurable as e-commerce transactions.
• Challenges in Customer Care vs. Revenue Generation:
  • Contrast the maturity levels and orientations of customer care teams and revenue-generating teams.
  • Highlight the need for different metrics, processes, and technologies in revenue-focused contact center operations.
• The Future of Human Conversation in Revenue Operations:
  • Speculate on the future trends and changes in the industry over the next 5 to 10 years.
  • Discuss the potential integration and collaboration between digital and human interaction teams for more consumer-driven experiences.
• The Cost Perception of Human Interaction:
  • Challenge the misconception that human interaction is inherently expensive.
  • Illustrate how humans can be strategically and cost-effectively deployed in revenue operations.
• Organizational Adaptations for Tech-Driven Interactions:
  • Examine the need for organizational restructuring to align with technological advancements.
  • Discuss the potential collaboration between Chief Revenue Officers (CROs) and Chief Marketing Officers (CMOs) for effective tech-driven outcomes.
• Gregg Johnson's Three Passions:
  • Gain insights into Gregg Johnson's personal interests—Invoca, college football, and barbecue.
  • Learn where to connect with Gregg on social media platforms like LinkedIn and Twitter.
• Closing Thoughts:
  • Reflect on the importance of understanding the unique combination of digital and human interaction in today's business landscape.
  • Appreciate the impact of technology in creating more nuanced, personalized, and effective customer experiences.

To learn more about everything Outbound Contact Center, read more posts at regal.io/blog or email us at [email protected].