SEPTEMBER 2023 RELEASES
September 2023 Releases
Click Your Heels, Ditch the Guesswork: A/B Testing is Your Shortcut to Winning CX
Many contact center leaders are still wandering through customer journeys as if they’re in the Land of Oz—going on instinct, assuming they know the path forward.
But what did we ultimately learn from the Wizard of Oz? Dorothy had what she needed with her, right in front of her, the entire time.
She just didn’t see or believe it.
This is often the case for contact center leaders. You have your “ruby slippers” in the form of customer and event data. You just can’t see that data the way you need to.
Thing is, you really do have the ability to click your metaphorical heels at any moment. You have massive amounts of power at your finger tips, you just need a way to unlock it.
Enter… A/B testing.
The best contact center teams don’t get distracted by instinct. They don’t get distracted chasing empty volume to try and hit revenue goals. They don’t leave their success to chance. They actively utilize all of their data to test, refine, and perfect every customer interaction.
A/B testing ensures that every customer interaction is provably, repeatably, and scalably improving. It’s your heel click. It’s your way to unlock the power you have with you, right now.
Here, we’ll show you how and why that’s the case. We’ll dive into why A/B testing is so important, what you can actually do with it in 2025, and how easy it is to deploy, no matter the size of your contact center.
Now, off to see the Wizard…
A/B Testing: The Heel-Click to Unlocking Your Data
Establishing a culture of continuous improvement.
First up, let’s talk mindset.
Think about the lasting effect of the lesson Dorothy learned. How do you think she’d approach the Land of Oz the second time around? Certainly not the same way.
Yes, A/B testing brings to sight the ruby slippers on your feet. It unlocks the power you don’t know you already have.
But more importantly, it unlocks a lasting belief that there’s always a better way.
At Regal, this is what we call a culture of continuous improvement. When you build this mentality into your contact center culture, it trickles down well beyond just how your agents approach phone calls.
In 2025, a culture of continuous improvement looks like this:
- Data Over Gut: Every sales and support interaction is backed by data. No more flying blind.
- Testing in the Hands of Non-Technical Workers: Your CX team launches and analyzes tests in real-time without waiting for dev cycles. Iteration speed equals revenue.
- Perpetual Refinement: Every interaction, every channel, and every agent, constantly improving—at any scale.
- No Channel Left Behind: Testing across every stage of the customer journey, on every channel, down to the most routine interactions. No more de-prioritized channels, blasting out non-personalized SMS messages because it’s easy
.
“Doesn’t this cost millions? Isn’t it an immense body of work? Are we going to have to uproot our entire CCaaS function to make it work?”
No, Dorothy, you gotta believe…
…in the power of AI, and the data you have already floating around your systems. It’s just sitting there, waiting to be unlocked.
Continuous Improvement Starts with the Right Tools
Invest in the tools that allow you to put your data to use and be more scientific about which outreach levers to pull, where to do so, and why.
This is what your biggest competitors do, and that’s why they’re eating up all the market share—and will do so more rapidly as you continue to not invest in the right tech.
Turning every touchpoint into a “revenue moment.”
A/B testing allows you to get down to every agent, channel, interaction, and event, and determine whether it’s a driver of revenue. It’s not just about optimizing workflows anymore. It’s about finding those moments—when customers engage, make decisions, and convert.
These are your “revenue moments.”
A/B testing is your way to identify revenue moments at scale—so you can roll them out in as many places as possible.
Use AI Agents to Roll Out Revenue Moments at Scale
This also queues up the importance of incorporating AI agents. With AI, you can test and deploy at very large scales, down to the most routine interactions, without using any human bandwidth.
AI agents open up an entirely new world of testable, trackable datapoints: Voice, tone, wording, timing, personality. All of these new data points are moments that can be measured against revenue and CSAT.
Get granular, pinpoint what works, and then use AI to deploy what works across as many workflows as needed.
Orchestrating the AI-Human dance.
We’re in a world where AI agents don’t just assist—they act. They carry on human-like conversations, make decisions, and drive workflows forward, self-sufficiently.
There’s two major levers you need to manage:
- The balance between AI and human agents.
- The effectiveness of AI agents.
That’s where A/B testing comes in. A/B testing is how you choreograph the dance between AI and humans, to make sure every step is in harmony, and that their work is building off each other.
- What’s the right AI use case? First, test to figure out where AI agents are most effective—across interaction types, volume, etc.
- What are the right handoff points and processes? Test to figure out exactly when to pass off to a live agent, and on what channel.
- Who should your AI agents be? Language, accent, voice, tone, personality. Figure out how much each matters, and how to best combine them across every touchpoint.
- How should your AI agents act? Test and refine how agents respond, in real-time, to certain sentiments, words, and behaviors—determine how they return that data to your systems and where they should route contacts.
AI is about speed, scale, and consistency—and saving your more experienced human agents for higher-value, more complex interactions.
Mastering the AI-human dance is a major cost advantage, and ultimately, a major customer experience advantage. In 2025, it’s how you cut costs while both scaling outreach and driving more outcomes per interaction.
You master that dance by testing, refining, and repeating.
Turning every journey into a story of “we.”
Okay, back to the Land of Oz.
Ultimately, you and your customers are trying to find the Wizard together. You have a shared goal, which is to complete the customer journey and reach an outcome.
What you achieve at the end of that journey might differ a little bit:
- For you: More meetings, more revenue, increasing CSAT
- For your customers: Renewing their insurance policy, scheduling an appointment, learning more about a medication, etc.
BUT, that doesn’t matter. The journey itself is all that matters, and there are many moments that you share with your customers along that journey.
Each of those moments provides another datapoint that you have at your disposal to listen, converse, and improve the customer experience.
That is your true power.
You should always refine your outreach strategy based on interaction quality. Not by number of calls. Not by number of agents.
Why?
In 2025, you don’t have to break the budget to implement AI, and the tech is built to handle mountains more volume than any human can.
So, volume is simply becoming another lever to pull. It’s no longer where your strategic focus should lie.
Instead of focusing strategy on volume, focus on A/B testing and iteration. That’s how you work towards provable, data-driven goals that directly measure the quality of every interaction—and help you find more cost-effective ways to drive revenue and CSAT.
There’s No Place Like Well-Tested CX
You have plenty of prospects and customers willing and ready to interact with you. You have worlds of first-party behavioral, event, and interaction data.
With the help of AI and the right tools, you can bring order to your data, test at scale, and continuously refine every customer interaction.
You’ve got everything you need in front of you right now, all you need to do is click your heels.
.png)
Latest Blog Posts
5 Ways to Improve Agent Productivity & 5X Outbound Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
Regal Named One of Forbes America’s Best Startup Employers 2025!
Regal is officially one of Forbes America’s Best Startup Employers 2025, ranking #164 out of 500. This recognition is a testament to our incredible team, our innovative work culture, and our unwavering commitment to advancing AI technology.
.avif)
AI in Education: The Future of Student Engagement & Enrollment
AI in education is helping to streamline admissions, automate student engagement, and enhance higher ed outreach. Discover key education technology trends to boost enrollment and learn why automated student engagement tools are the future.
.jpg)
.jpg)
.png)
.png)
How to Choose a Text-to-Speech Provider for AI Voice Agents in the Contact Center
Choosing a text-to-speech provider for AI voice agents can make or break your contact center’s customer experience. Discover how to evaluate TTS providers and find the best fit for industries like healthcare, insurance, and more.
Caller ID vs. CNAM vs. Branded Caller ID: What’s the Difference?
Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.
.png)
How are Generative AI Voice Agents Different from AI Voice Assistants?
When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.
.jpg)
.jpg)
.jpg)
.jpg)
.avif)
.avif)
.avif)
.avif)
8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
7 Best Use Cases for AI Voice Agents in Your Contact Center
As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
.avif)
Insurtech Insights: How Regal Drives Revenue Across the Policy Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
.avif)
Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
Innovating on Patient Care | B2C Sales Podcast Episode 7
Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.
How SoFi, Perry Health & Allstate Personalize CX at Scale
Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
.jpeg)
Introducing Collaboration-Native Features to CCaaS
Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.
How Regal.io is Turning the $40B CX Industry on Its Head
Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.
New SMS & Branded Caller ID Rules Are Enhancing Customer Experience
Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
Announcement: Regal Conversation Intelligence
Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.
Supercharge Customer Engagement with the Regal & Braze Integration
Existing B2C sales, service, and retention teams can now leverage Braze’s cross-channel messaging capabilities with Regal’s outbound phone & SMS sales platform to personalize their outreach, drive better customer outcomes, and ultimately generate revenue for the business.
How Regal Helps Consumer Lenders Achieve Growth in Tough Times
Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.
Treat your customers like royalty
Ready to see Regal in action?
Book a personalized demo.
Thank you! Click here if you are not redirected.
Oops! Something went wrong while submitting the form.
