Recorded Webinar: Proactive Customer Service – How to Do It Well


A proactive approach to customer service can help to reduce contact volumes, increase customer satisfaction and improve retention.

In this webinar, we presented a number of tried and tested methods for being proactive in the contact centre – while we also share some key mistakes to avoid!


  • Introductions – Jonty Pearce, Call Centre Helper
  • Christopher Brooks, Clientship
Christopher Brookes webinar slides on proactive customer service

Click here to view the slides

  • Mike Murphy, Genesys
Mike Murphy webinar slides on proactive customer service

Click here to view the slides

Topics Discussed

  • Improving customer journeys
  • Personalisation
  • Predicting customer behaviour
  • Reducing contact volumes
  • Lowering customer effort
  • The role of technology
  • Top tips from the audience
  • Winning tip – “Companies should actively promote their service failures and how they “made it right” Instead of hiding them.
    People like to deal with companies who recognize that they are not perfect and have a good process to fix it when it happens, and correct their process when that was at fault” thanks to Denis6

Original Webinar date: 10th October 2019


Christopher Brooks - Headshot
Christopher Brooks

Mike Murphy - Headshot
Mike Murphy

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 4th Oct 2019 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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