Take Control of Your Contact Centre Demand
New CCMA research shows that consumers welcome proactive engagement—when it benefits them. Whether it’s status updates, resolving queries, or offering self-serve guidance, the key lies in using insights to engage through the right channels, at the right time.
In today’s contact centres, where cost efficiency and customer experience (CX) must go hand in hand, a structured approach to proactive contact can reduce inbound demand, improve customer satisfaction, and build long-term loyalty. But where does this work best?
What You’ll Learn
Join Leigh Hopwood, CEO at CCMA, alongside industry leaders from AXA Health, Cadent, and Business Systems, as we discuss:
- Where proactive engagement delivers the most value in customer service
- How being proactive supports vulnerable customers
- The best channels to use for different engagement types
- Where proactive contact drives sales
- GDPR considerations for proactive customer outreach
Meet the Experts
This interactive session features insights from Andy Cook (AXA Health), Dan Edwards (Cadent Gas), and Hamish Cliff (Business Systems). Get practical advice on how leading brands are successfully deploying proactive engagement to reduce inbound contact, improve CX, and drive efficiency.
Why Attend?
- Discover strategies to take control of call demand and reduce inbound volume
- Learn how to apply data-driven insights to customer engagement
- Understand which proactive tactics drive efficiency and revenue
- Get answers to your pressing questions in an interactive Q&A
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