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Improving Utilities Contact Center Effectiveness with Intelligent Data

Utilities share their insights to help determine the state of call centers in the Wake of COVID-19

If customers are the lifeblood of the utility, then the call center is the heart. As a key communication channel between utility and customer, the call center can have a significant impact on cost reduction and overall customer experience. It is imperative that both self-serve and live agent interactions are both high-quality and efficient, but are utilities prioritizing their call centers like they should, especially with the pandemic disrupting the availability of call agents?

In late 2021, a total of 92 utilities were surveyed to figure out the state of the call center in the wake of COVID-19 as well as establishing where they landed for priorities and benchmarks.

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