The Contact Center Playbook 2.0 by Dialpad expands on its original guide with practitioner insights across key areas: scalable operations, AI integration, outbound sales, analytics, and app integrations. Leaders from CareRev, Central Restaurant, and Smart AutoCare share real-world tactics—from AI-driven agent coaching and live analytics dashboards to power dialers and platform integrations like Salesforce and HubSpot. The guide emphasizes simplifying tools, improving visibility, aligning sales and marketing, and using AI for sentiment analysis, coaching, and CSAT estimation—turning contact centers into proactive, data-informed growth engines.

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