How do you make customer contact more proactive than reactive?

Proactive customer contact anticipates customer needs before they ask questions. Instead of waiting for customers to call or email, inform them of status updates, expected outages or relevant changes in a timely manner. This approach reduces frustration, lowers the number of contact moments and strengthens customer loyalty. Modern customers expect organizations to think with them. By deploying trigger-based communications, AI-driven analytics and omnichannel platforms, you transform your customer service from reactive to strategically proactive. Find out which technologies support you and how to overcome the biggest implementation challenges.

What is customer contact automation and when does it work?

Customer contact automation streamlines customer interactions with chatbots, smart routing and AI technology. It answers repetitive questions automatically, allowing employees to focus on complex issues. Successful when you experience high contact volume, staff shortages or long wait times. Measure success by handling time, customer satisfaction and first contact resolution. Start with analysis of frequently asked questions, choose quick wins and build in phases. Find out when automation works for your organization and what first steps you can take.

Customer experience is not a project, but a mindset. In conversation with Thirza Schaap of CX Unraveled

When you speak to Thirza Schaap, one thing immediately stands out: for her, customer experience is not just a field, but a way of looking at the world. A way of working, thinking and organizing. In our latest episode of The Pegamento Podcast she talks candidly about what good customer experience requires and why it […]

What RPA training programs are available?

Find out which RPA training programs best suit your situation. From free online courses to €5000 intensive bootcamps – there are options for every background and budget. Basic skills can be learned in 2-4 weeks, while advanced certifications take 3-6 months. Online courses offer flexibility for working professionals, bootcamps provide quick results, and vendor-specific training leads directly to valuable certifications. The choice depends on your technical experience, available time and career goals in process automation.

How do you train employees for RPA?

RPA training requires more than technical instruction – it’s about creating support and eliminating fear of automation. Successful implementation combines hands-on workshops with transparent communication about job changes. By involving employees in process selection and showing how RPA eliminates boring work, you transform resistance into enthusiasm. The best results are achieved with gradual implementation and various training methods adapted to different learning styles within your organization.

What are the implementation costs of omnichannel telephony?

Omnichannel telephony implementation costs consist of four main components: software/hardware, migration, implementation and operational costs. For SMB Plus companies, the total investment varies greatly by organization, but pays for itself within 12-18 months through efficiency gains and improved customer experience. Factors such as number of users, features needed, integration requirements and implementation complexity determine your budget. Hidden costs can add 20-40% to your initial budget. A good TCO calculation over 3-5 years will help you make the right choice for modern enterprise telephony.

How do you fund an RPA project?

Funding RPA projects seems complex, but with the right approach, it’s not so bad. From equity to grants that cover up to 40% of costs – there are more options than you think. This complete guide shows you all the funding options, from WBSO to MIT scheme, plus concrete ROI calculations and step-by-step implementation plan. Find out how to smartly finance your automation project.

Gartner IT Symposium 2025: the 10 tech trends that will shape 2026

At the Gartner IT Symposium/Xpo™, one message came back again and again: AI is no longer optional.What began as a wave of experiments with generative AI will have become a structural factor for competitiveness, security and trust by 2026. CIOs and technology leaders are on the eve of a new era in which technology must […]

What are RPA licensing models?

RPA licensing models determine how you pay for automation software. The four main types – per-bot, concurrent user, enterprise and runtime-based licenses – each have different benefits depending on organization size and process volumes. The right model can save organizations up to 40 percent on automation costs. However, many companies make costly mistakes by underestimating future scaling needs or overlooking hidden costs such as implementation and training. Find out which model best suits your automation strategy.

How do you choose the best omnichannel telephony provider?

Choose the best omnichannel telephony vendor by focusing on three main criteria: technical integration capabilities, proven scalability and a total package approach. With AI capabilities, enterprise-grade security and experience with legacy system migrations, you’ll avoid costly mistakes. A good partner offers transparent migration processes and ensures you can get everything under one roof – from implementation to long-term support.