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Proactive CX Isn't About Inbound Call Reduction

…it’s about reducing time-consuming, low-value, transactional interactions regarding appointment scheduling, pre-install site requirements, product recall, repair requirements, bill shock etc etc. All of these things (and more) can be dealt with using an AI driven, proactive, two-way conversation with your customers. This not only provides an excellent, stress free customer journey but can also turn your contact centre from a cost centre to a revenue generator, leaving your agents free to deal with more complex issues and have true value-add conversations with callers.

This webinar sees Euan Matthews, Director of AI and Innovations at ContactEngine, and Melanie Turek, VP of Research for Connected Work at Frost & Sullivan, discussing the key differences between reactive and proactive CX, and how the design of a proactive journey is key in providing your customers excellent service, along with some present and near-future use cases across a number of industries including Telco, Healthcare, Retail and Travel.  

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