The Shift from Reaction to Resolution: Solve Customer Issues Faster with Proactive Insights

On-demand
Hosted by EdgeTier & AWS
In partnership with CCMA Ireland

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Today’s contact centres aren’t just for answering customer questions—they’re under pressure to deliver insight to the business, fast.

But most teams are buried in data that shows how contacts were handled, not why they happened. Root causes stay hidden, and issues escalate before you can act.

In this session, we’ll show how leading contact centres are shifting from reactive to proactive—using tools like EdgeTier to:

• Drive efficiency by spotting and deflecting repeat contacts
  
• Understand customer issues at a granular level, not just by queue or topic
  
• Share reliable, real-time insight with teams across the business—and do it fast, without waiting for a monthly report to drop.

This isn’t about adding another dashboard. It’s about giving your team the visibility to stop measuring how you handled customer problems—and start preventing them altogether.

If you’re spending more time reacting than driving change, this session will show you how to surface patterns early, share trusted insights, and make your contact centre the business’s insight engine.