The term “Proactive Customer Care” has been used by many vendors and Communications Service Providers (CSPs) for several years in the telecoms industry. It has generally come to mean “Understand the reason for a customer’s concern, or potential issues, with their service before the customer takes direct action.”
Download this white paper on moving to true proactive customer care, written by Dr. Mark H Mortensen, BSS Telecom Software Research D irector and Justin van der Lande, Customer Experience Management Program Lead
