Issue 33

AI Reshaping the Call Center Industry, But Human Touch Remains Critical
The Associated Press reports that AI is changing the game for call centers, making things easier for the agents on the front lines. The article notes that contact centers are using AI to handle all the boring, monotonous tasks so that human agents can get to the heart of a customer's problem faster. James Bednar, vice president of product and innovation at TTEC, points out that new tech likely spells the sunsetting of traditional IVR tools. “We’re getting to the point where AI will get you to the right person for your problem without you having to route through those menus,” Bednar said. If you’re interested in learning how AI is rapidly changing how brands approach performance marketing and call center strategies, plan on joining us next week at LeadsCon Connect in Rosemont, IL!

New TCPA Filing Has Nespresso in Hot Water
A new putative class-action lawsuit is targeting Nespresso for allegedly violating the TCPA’s quiet hours provision by sending text messages to a plaintiff before 8:00 a.m. and after 9:00 p.m. local time. According to TCPAWorld’s Brittany Andres, the lawsuit, filed by Jibrael Hindi’s office, claims the plaintiff received at least 13 such messages. In other TCPA news, a federal court allowed a fraud claim against Daniel Human, a prolific TCPA litigator who filed over 65 lawsuits in one year. The court cited his "egregious misconduct," including disposing of his computer just before a forensic exam, which led to an "adverse inference"—the assumption that the evidence was damaging. Eric Troutman shares his uniquely insightful thoughts here. If you’re interested in keeping your own brand out of said hot water, you can learn more about all the developments in TCPA at LeadsCon Connect next week!

Beyond Automation: Why Agentic AI Is the Next Big Leap for Sales Productivity
On September 15, Harvard Business Review published a paper highlighting how agentic AI is revolutionizing sales by creating autonomous personal agents that work alongside human sales reps to identify, nurture, and close deals. According to the authors, “AI agents are redefining frontline B2B sales by actively supporting reps—interpreting buyer signals, retrieving context-specific insights, and recommending next-best actions in real time. At one B2B tech company, an AI-powered business development representative was deployed to autonomously manage top-of-funnel engagement.” In related news, the editorial team at LeadsCon is looking forward to Christina Johnson, vice president of marketing at Artisan Family of Brands, hitting the stage next week to talk about how to test drive new AI tools and which technologies are truly gamechangers for maximizing growth!

Are You Ready for LeadsCon Connect?
Fall’s prime opportunity to gain actionable takeaways, network with industry leaders, and ensure your lead gen efforts are future-proofed for maximum ROI is NEXT WEEK! Whether you’re looking to learn how to make your outsourced marketing mix perform like a cohesive in-house team or break down the silos that are impeding growth, we've got you covered. No other event matches the networking, the number of market participants and the practical case studies and insights that you get at LeadsCon! Register now for $1,299 and bring a colleague for just $99!

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