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Building A Proactive Retention Strategy In Telcos Contactengine Whitepaper Wp010 WHITEPAPER

Building a proactive retention strategy

We explain how telcos can use data-driven approaches to improve churn reduction strategies. The whitepaper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive.

WHITEPAPER
READ 22 min

How AI can have the sensitive conversations your call center can’t

BLOG

In a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.

READ 5 min

Why producing a problem is better than causing one

BLOG

In the fourth article in our behavioural science series, we get under the skin of two very different but useful pieces of research. The first examines semantic prosody, exploring the feelings evoked by words on top of their literary meanings. The second discusses the importance of reasons when influencing. Implemented together, your messages could pack a more persuasive punch. 

READ 10 min
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Your strategy for communicating with the three types of debtors

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Not all debts are created equally. Some are easy to get back, others will be lost forever. Only by combining intelligent data capture with intelligent communication can you hope of finding out which is which on a mass scale. With proactive conversational AI, you can quickly probe your debtors to find out which levers you need to pull to guide the issue to a favourable resolution.

READ 5 min

Collections: The Case for Collection Treatment Automation with Proactive Conversational AI

WHITEPAPER

This paper explores the collections industry's changing landscape and presents a proven solution for first party collections teams to recover outstanding consumer debt more efficiently whilst delivering better outcomes for consumers.

READ 10 min

Compassionate Collections: How Technology is Shaping the Collections-to-Consumer Relationship

REPORT

This report outlines the current debt landscape in the US, what impact technology and innovation has on collections agencies and most importantly, how to create an effective, compassionate debt collections strategy for your customers in light of the November 2021 regulations.

READ 10 min

Watch

Openreach CXA’22 NEWS

Openreach win big at the European Customer Experience awards 2022

Sending our biggest congratulations to our brilliant client Openreach who recently cleaned up at the prestigious European Customer Experience awards 2022, beating fierce competition to win gold in the ‘Customer Experience in the Crisis’ category and bronze in ‘Customers at the Heart of Everything’ category.

NEWS
READ 3 min

Sustainable AI: A Brief Inquiry

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AI Sustainability refers to the overall development, application and implementation of artificial intelligence to achieve globally established sustainable development goals (SDGs). It's a hot topic in AI and understanding and research can help you make prudent decisions in both running models and ensuring the models you use are run in a responsible way, both ecologically and socially. This article covers AI initiatives, development, innovation and how sustainability is an inherent consideration for each.

READ 15 min

Are you thinking about sustainability in AI?

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ContactEngine is already carbon negative – but, following the noise around COP26, the threat of irreversible climate change provides a good reason to discuss sustainability in AI more generally.

READ 4 min

How to invest sustainably in AI

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There are plenty of good moral reasons to invest in sustainable AI businesses but increasingly now there are good business reasons to do so as well. But how do you identify the companies that are genuinely making a difference? 

READ 6 min

Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting

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In the third instalment of our behavioural science guide, we highlight the role of cognitive load in the customer journey, as well as discussing the theory behind confirmation bias and bad mental accounting. Read on to learn how managing system 2 correctly can improve your customer journey.

READ 10 min

Decisions on Auto Pilot: System 1, Customers and your Business

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In part two of our five part series, Albert Evans continues his crash course in behavioural science. In this chapter, Albert discusses cognitive process and theory behind decision making, are you, or your customers, making decisions without even thinking? Read on to find out…

READ 10 min

Collections - prevention is better than cure

WHITEPAPER

How the latest advancements in customer service technology can be applied to reduce the cost of collections, increase repayments, and prevent customers entering the collections process in the first place

READ 10 min
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