Beyond Tradition: Why Failing to Evolve your Conventional Call Center is Costing you Customers, Employees, and Profits

3 Ways to Innovate your Customer Engagement Strategy

Keeping pace with customer preferences and driving sales and loyalty requires nimble infrastructure and technical liberation. Yet enterprises remain held to constrained, traditional customer engagement strategies that consider contact centers a cost burden, not a force of innovation and growth. 

Contact centers and customer engagement channels now extend beyond support agents and phone queues. They’re vital for sales teams, financial advisors, retail associates, healthcare providers, and more. They help brands engage where, when, and how their customers prefer, from WhatsApp and SMS to Facebook Messenger and webchat.

On Demand
1h 00min

Join Analyst Blair Pleasant and Twilio customer experience expert Lenore Files for a live webinar to learn: 

  • How the contact center industry is shifting by looking at the customer experience as a revenue driver, not a cost driver.

  • Who are the new users driving CX beyond the traditional call center agent,and how customer-facing employees including sales teams, financial advisors, retail associates play a powerful role with customer engagement.

  • How Twilio Flex gives companies control to centrally orchestrate and encourage dialogue across all channels, and at every stage of the journey, with precise personalization fueled by first-party data. 

  • How you can own your roadmap, and still preserve your investments by modernizing at your own pace.

Through powerful customer use cases and analyst insights, you’ll get a better understanding of how you can use contact center technology throughout your organization to improve sales, employee engagement, and customer engagement.

Featured Speakers

  • Blair Pleasant
    Blair Pleasant
    President & Principal Analyst
    COMMfusion LLC

    Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies. She provides consulting and market analysis on business communication markets, applications, and technologies including Unified Communications and Collaboration, contact center, and social media, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Blair was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting. With over 20 years experience, Blair provides insights for companies of all sizes. She has authored many highly acclaimed multi-client market studies and white papers, as well as custom research reports, and provides market research analysis and consulting services to both end user and vendor clients. Blair received a BA in Communications from Albany State University, and an MBA in marketing and an MS in Broadcast Administration from Boston University.

  • Lenore Files
    Lenore Files
    Senior Product Marketing Manager

    Lenore has 20+ years of marketing experience in the contact center industry. She is currently a Senior Product Marketing Manager at Twilio where she works to bring Flex, Twilio's contact center solution, to market. She is focused on designing and building integrated campaigns, events strategy, content marketing and customer testimonials. Prior to Twilio, she held several marketing and GTM roles in the contact center and collaboration industry.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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