After the first month of the CEL, our team realized we needed a concrete content strategy to guide our publishing schedule, our content's purpose at Balto, etc. 

I crafted a strategy built around brand recognition and trust, intending to establish Balto as the premier thought leader in the contact center industry. 

I created and presented a deck to the Conversation Excellence Lab team, and Balto's leadership. It guided our content strategy until late 2022.