Optimizing Outbound Communications: Strategies and Technologies for Effective Customer Engagement

Despite declining outbound call volumes, the phone remains the most effective channel for reaching customers, supporting service goals and driving revenue growth. Yet many organizations are held back by inaccurate customer data, rising call spoofing threats and declining trust in unknown callers.

The Forrester study, State of Outbound Communications, highlights the technologies and strategies businesses can use to strengthen customer engagement, protect their brands and customers from fraud, and increase answer rates.

Who can benefit from this report

• Customer experience and customer service leaders
• Collections and accounts receivable teams
• Contact center and operations managers
• Revenue and growth leaders
• Risk, fraud and compliance professionals

What you'll learn

• Why the phone is still the most important outbound channel for achieving customer service and revenue goals
• How better contact data and right-party contact strategies can improve customer engagement
• The role of branded call display and call authentication in increasing answer rates
• Best practices for protecting customers and your organization from call spoofing and fraud
• Technologies and solutions that help businesses reach more customers while building trust