Contact centers are one of the main touch points of customers for organizations. Many contact centers, through various channels (voice, web chat, social media, text messaging, email), process millions of interactions each year. Once seen as a cost-center, contact centers are slowly evolving into a much more strategic part of the business. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. While customer expectations for more and better service are growing, utility companies have not kept up. The energy utility industry, being predominantly an asset-based company, has traditionally focused on ensuring reliability, compliance and cost efficiency keeping the lights on and the power costs stable.
Voting 0
