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| Section | Objectives |
|---|---|
| Next-Best-Action Concepts | - Optimize the customer value in the contact center - Define the starting population - Optimize the next-best-action strategy - Essentials of always-on outbound - One-to-one customer engagement |
| AI and Arbitration | - Prioritize actions with business levers - Action arbitration - Action prioritization with AI |
| Decision Strategies | - Create engagement strategies using customer credit score - Create eligibility rules using customer risk segments - Create and understand decision strategies |
| Channels | - Share action details with third-party distributors - Send offer emails - Create a real-time container - Real-time containers |
| Business Agility for One-to-One Customer Engagement | - Agility in a customer engagement project - Life cycle of a change request - Launching a new offer on web - Change management process - Change request types - Building your business operations team - Implementing business changes using Revision Manager - Updating existing actions |
| Actions and Treatments | - Present a single offer on the web - Define and manage customer actions - Define an action for outbound |
| Engagement Policies | - Define customer engagement policies - Create an engagement strategy |
| Contact Policy and Volume Constraints | - Avoid overexposure of actions on outbound - Avoid overexposure of actions - Limit action volume on outbound |
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