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August 5, 2020 – Duration: 18:05
August 5, 2020 – Duration: 18:05
It’s vital that you proactively reach out to your customers. But they won’t be happy if you call during dinner or text someone who’d rather get an email. Engaging with customers when and how they want ultimately increases satisfaction, builds trust and fosters loyalty for your brand. In this episode of Tech Talks in 20, outbound engagement experts Rian Logan and Chad McCormick dive into how outbound engagement powers outreach and customer experience. You’ll leave with knowledge and resources to get started now.
Chad McCormick has been involved in contact centers over the last 25 years with a wealth of experience in collections, fraud prevention, and servicing. Chad is the Product Manager for outbound solutions in Genesys Cloud. He was recently granted a patent for the Advanced Campaign Management toolset and he’s currently focused on helping customers migrate from legacy premises and CaaS configurations to Genesys Cloud’s industry leading platform.
Rian began working in outbound contact centers back in 1993 for companies like Sallie Mae, Thomson Consumer Elec., & American Marketing Group. He’s been an agent, a supervisor, a trainer, a quality manager, and director of operations. In 2012 he joined Interactive Intelligence and became part of the Genesys family in 2016. An Indianapolis native, Rian lives in Carmel IN with his wife and three children and enjoys playing and making board games.
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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
