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On-Demand Webinar

Executive Chat: Utility Contact Centers

How to Transform the Customer and Employee Experience

Efficient self-serve and live agent interactions are expectations for a call center. However, inefficient interactions create unnecessary costs and a poor customer experience. Meanwhile, the COVID-19 pandemic has created a strain on staffing agents for call centers, highlighting inefficiencies and areas of opportunity.

In this recording of a Zpryme Executive Chat, “How to Transform the Contact Center Experience for Customers and Employees,” Robert Cheripko, Managing Director - Customer Operations from AEP and Mitchell Young, Vice President, Sales - Identity & Risk Solutions from Neustar, a TransUnion Company share:

  • How COVID-19 has impacted the call center for utilities
  • Which technologies utilities are currently using to identify inbound callers
  • How utilities are improving the call center customer experience
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