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Brandon Daniell on the Growth of Call Centers Using Text Messaging

Why are call centers increasingly adding and relying upon text messaging?

In Dialog Health Co-Founder and Chief Revenue Officer Brandon Daniell's new Call Center Times column, he explains why a growing number of call centers are making texting an integral component of their communications and how text messaging is a customer engagement difference-maker.

The column — "Why Call Centers Are Going All-in on Text Messaging" also contrasts texting to calling and summarizes what's required for a call center to add text messaging as a communication channel.

As Daniell states, "The unmatched engagement effectiveness, ease of sending texts, and ability to monitor communication success along with low setup and outreach costs makes text messaging the best channel for agents to interact with most customers."



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