What Are the Issues to Be Aware of When Implementing Proactive Customer Service?
by CRM Magazine

Seven issues to consider when initiating a proactive care campaign.
By James Mitchell

Proactive customer care turns outbound calling--traditionally used for telemarketing and debt collections--on its head, and leverages technology like the predictive dialer for customer service campaigns. These campaigns address anticipated customer needs, and in doing so have the power to significantly aid customer retention and loyalty. However, in many ways, proactive care is an alien concept to contact centers…

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