The proactive customer service guide

Research states that 25% of all calls into the call centre are avoidable. But how?​ We look at the rise of proactive customer service, and some of the mechanisms and new ideas that are allowing brands to solve customer issues way before they’re allowed to escalate. 

Umbrella
Article
19th Jun 2017
6
When I first heard the term 'proactive customer service', I had to do a double-take. Isn’t that an oxymoron? Doesn’t that go against...
Leader strategy
Article
23rd Jun 2017
Leading-edge companies around the world are now practicing proactive customer service, where customer needs are anticipated and met, rather...
Gears
Article
27th Jun 2017
1
Getting to a place where the majority of your customers never have to contact you for support queries is the Holy Grail of customer service...
Lending a hand
Article
29th Jun 2017
The following extract is an updated chapter from customer experience luminary, Adrian Swinscoe’s book How to Wow: 68 Effortless Ways to...
Star gazing
Article
3rd Jul 2017
4
As business professionals, we are continually bombarded with messages about the value of data. It is like the new gold rush, with many...
Scared
Article
6th Jul 2017
Imagine you’re walking down the High Street, minding your own business, when a stranger comes along and taps you on the shoulder. “Hello, [...
Fail
Article
10th Jul 2017
Two years ago, when Forrester Research announced its hottest trends for customer service , sitting in amongst the top six was proactive...
three mobile
Article
13th Jul 2017
2
Back in 2012, the aptly-named US discount store, Target thought it had delivered the data insight equivalent of throwing a dart and hitting...
Collaborate
Article
17th Jul 2017
Marketing and customer service have long been prescribed as natural bedfellows. Yet enticing the two departments to dip beneath the sheets...
Machines
Article
20th Jul 2017
A shift towards a more proactive approach to customer service is gathering pace. Indeed, if the 2017 UK Contact Center Forum Proactive...