Sign up to get full access to all our latest content, research, and network for everything customer contact.

GLOSSARY: Proactive Engagement

Interaction that the business initiates based on anticipated need or opportunity.  This can include engagement like service (we noticed your cable was out, we want to let you know that an agent has been dispatched to repair) and sales (we see that your account is about to expire and wanted to connect about an upgrade; we see that you do a lot of video streaming and wanted to let you know that we now offer 300MB/s Internet).