Call Center

Half of all consumers from digital are still converted offline in the call center environment, and many marketers don’t realize the full value call centers can deliver as a strategic resource. Data collected from call center interactions provide meaningful insights that can be used to improve both online and offline experiences, and can be strategically employed to drive integrated conversion optimization.

A Conversation with Offline Consumer Experience Management Business Lead Kara Packwood

When it comes to optimizing the Customer Journey, linking offline/call center activity to digital marketing efforts may be the “best kept secret” in performance marketing practices. Most brands and agencies just track call volume tied to their digital marketing efforts and model performance rather than actively manage and optimize.