Michael McClain serves as the Director of Marketing Call Center Analytics at Erie Home, where he leverages his extensive 17 years of leadership experience to drive significant advancements in customer engagement and operational efficiency. Under his guidance, the contact center infrastructure has experienced an impressive...
Michael McClain serves as the Director of Marketing Call Center Analytics at Erie Home, where he leverages his extensive 17 years of leadership experience to drive significant advancements in customer engagement and operational efficiency. Under his guidance, the contact center infrastructure has experienced an impressive tenfold growth since 2018, a testament to his strategic foresight and innovative approach. Michael has spearheaded the integration of Five9 cloud telephony, meticulously designing call routing, outreach strategies, and interactive voice response (IVR) systems that enhance customer interactions and streamline processes.
His expertise in omni-channel digital engagement has transformed Erie Home's outreach programs, allowing for a seamless customer experience across multiple platforms. By implementing robust testing procedures and analyzing customer outreach best practices, Michael ensures that the marketing strategies not only meet but exceed industry standards. His elite communication skills and sales aptitude enable him to effectively lead teams in both inbound and outbound sales, fostering a culture of excellence and continuous improvement.
As a subject matter expert in customer experience and call center analytics, Michael is adept at identifying trends and implementing data-driven solutions that optimize contact rates and minimize spam flagging. His passion for business intelligence and process efficiency drives him to explore innovative strategies that enhance overall performance. With a keen eye for new business development and a commitment to training and recruiting top talent, Michael McClain is a pivotal force in shaping the future of Erie Home's marketing and customer service initiatives.
