SMS First Improving Contact Rates By 225% With a Digital SMS-First Strategy – Pearson with Textel

FESCH.TV INFORMIERT:

Since COVID, texting has been revolutionizing the way contact centers interact with their customers. In this session, you’ll learn how Textel and NICE inContact helped Pearson Education create a better journey for their learners by switching from a voice-first to an SMS-first engagement strategy.

During this session, you’ll hear first-hand:
• How Pearson Education used Textel and NICE inContact to increase contact rates 225%.
• How Self-Service SMS doubled the number of qualified learners and positively impacted their outbound call volume.
• What changes Pearson made to their request for information (RFI) workflow.
• How Pearson used Agentless SMS to pre-qualify learners before passing the conversation to an advisor.
• How you can use text messaging at your contact center to engage more customers in less time.

James Diel – CEO, Textel
Combine international non-profit work, political consulting, civic and non-profit board work, two successful start-ups, and a few failures and you have the background of James Diel. A doer and entrepreneur, James loves to collaborate and build organizations that solve problems and make a difference in the lives of those they touch. James lives in Kirkwood Missouri with his wife and four children and one dog. As a family they love entertaining, meeting new people, and discovering the world through travel.

Jacen Bridges – Director of Business Technology Integration, Pearson
Jacen Bridges is the Director of Business Technology Integration at Pearson, where he is accountable for the vision, performance, and communication of technology implementation. He oversees the usage of systems by recruitment staff to ensure that both employees and learners are enabled through the use of technology, while working with IT leadership to ensure needs are understood and executed on. He oversees and leads initiatives to implement shared services best practices and support of delivery channels. In his spare time, Jacen enjoys traveling, spending time with family in Mexico, and volunteering to charitable causes.