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