Incorporating SMS into your marketing mix can greatly reduce call center operating expenses, but there are some key considerations before rolling out an SMS program. Not sure where to start? Don’t worry, we’ve got your back. Drips co-founder and CEO A.C. Evans sat down with PACE to discuss the latest best practices for call centers that want to text. The conversation begins with a look at automation before focusing on changes call centers might need to make post-pandemic. Finally, A.C. gives us his take on automation in the call center and why your messages should be conversational in nature.