Getting Smarter About Proactive Outreach for CX

Author: Layne Haaksma, Senior Research Analyst

Proactive outreach, simply put, is initiating communication with customers based on predicted needs or potential issues, rather than waiting for them to reach out. An increasing volume of customer interactions continues to be a challenge for many contact centers, but proactive outreach, including when paired with AI, alleviates some inbound customer needs. Appointment reminders, order status updates, technical support alerts, and personalized recommendations are but a few examples of proactive outreach that can help contact centers transform from reactive problem-solvers to proactive customer advocates.

Table of Contents

• Introduction: What Is Proactive Outreach?
• Current Methods for Proactive Outreach
• What’s Driving Proactive Outreach?
• AI Strengthens Proactive Outreach Use Cases
• Cost Preventing Proactive Outreach
• Conclusion and Recommendations
• Working With Metrigy