Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to share his predictions about outbound contact rate.

Prediction #1: Customer service teams will be doing outbound dialing in the near future.

Outbound is not just for sales teams. 

Customer service teams will be asked to do outbound dialing to customers to help them stay ahead of issues.

For example, a product trigger could notify agents to call a customer if they are receiving an error. 

Customers no longer have to "wait in line" adding a level of concierge service to your company.

Listen to the full episode to hear more about why Daniel believes contact rate in contact centers is valuable.