TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in utilities is also playing an increasingly central role in customer-facing interactions.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Jon Arnold

AUGUST 15, 2023

That’s a mouthful, but they speak my language, and represent 26 co-ops across the state - basically the customer base that Duke Energy doesn’t serve directly. Energy providers have lagged here, and what happened with telcos is happening here now. That checks a lot of boxes for me.

Technology 52

Technology Contact Center Customer Experience Customer Service 52

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . utilities and energy sector in order to help utilities providers identify industry-leading digital partners.

Analytics 52

Analytics Finance Healthcare Banking 52

CSM Magazine

MARCH 21, 2023

It may seem as if running a sustainable online business is only about energy usage. Utilizing Renewable Energy While energy use may not be your biggest concern, especially when you invest in an established online business that does not operate from a physical location, it is still essential to consider the energy sources you use.

Transportation 52

Transportation Education Technology Marketing 52

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. Utilities, are more benchmarking their CX performance against other industries to meet customer demand. A variety of factors are squeezing energy supplies and causing higher bills, and this isn’t expected to stop any time soon.

Benchmark 62

Benchmark Self service Customer retention Technology 62

GetFeedback

NOVEMBER 25, 2019

Cooperative Energy Utilities: 75%. Investor-Owned Energy Utilities: 73%. Municipal Energy Utilities: 73%. Airlines: 73%. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%. Cellular Telephones: 79%. Computer Software: 79%. Hospitals: 76%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

CSM Magazine

JUNE 27, 2022

The UK energy sector is hitting crisis point right now. However, research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers. We found that 58 per cent of energy customers expect higher levels of service in return for having to pay higher bills.

Customer Care 52

Customer Care Self service Surveys Benchmark 52

CSM Magazine

MARCH 7, 2024

Currently, around 500 agents at Sigma Connected depend on Encoded’s Agent Assisted Payments solution to handle thousands of inbound and outbound calls every month from customers in the energy and financial services sectors. Calls relate predominantly to general customer service and early arrears enquiries.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

CSM Magazine

OCTOBER 11, 2021

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. At Insite Energy we provide heat metering, billing and payment services to landlords operating heat networks, providing a help-desk for residents of around 27,000 UK properties. out of five. excellent). Avoid the use of scripts.

Scripts 97

Scripts B2C B2B Wait times 97

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

CSM Magazine

NOVEMBER 29, 2022

Energy Companies Feel British Public’s Social Media Wrath With British Gas, Scottish Power and OVO Getting the Worst Rap. New data reveals energy suppliers are letting their most at need customers down as they struggle to deal with tidal wave of complaints on social media. Octopus Energy comes out tops while British Gas ranks last .

Wait times 52

Wait times Feedback Analytics Customer Service 52

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience. Utilities must reduce customer effort. Fred Johnson Jr.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

Outsource Consultants

DECEMBER 21, 2023

This time of year is crucial for many industries. With spikes in holiday shopping and travel, eCommerce and hospitality sectors see a huge jump in BPO needs. Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next. Let’s give thanks for BPOs and dive in.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1%

Automotive 52

Automotive Average Handle Time Telecommunications Finance 52

The Northridge Group

MARCH 14, 2023

Utilizing automation tools allows health managers to stay connected with patients, forge lasting relationships, and increase retention rates. If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging.

Healthcare 142

Healthcare Technology Self service Analytics 142

Vistio

AUGUST 18, 2022

The second must-have in the technology we utilize is that it helps agents work more efficiently. We don’t want our agents to feel aggravated; that energy would get passed down to the customer. Watch to the full podcast here: Or click here to just listen to the audio. ?. That aggravation would also lead to higher agent turnover.

Self service 98

Self service Technology Contact Center Metrics 98

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The results are published in a report, ‘ Giving UK Utility Customers A Voice ’. The results are published in a report, ‘ Giving UK Utility Customers A Voice ’.

Self service 59

Self service Real estate Customer Service Wireless 59

Maru Group

DECEMBER 6, 2021

This is the situation that National Grid is facing – along with many other utilities around the world. This is the situation that National Grid is facing – along with many other utilities around the world. By Stacey Kinley, SVP, Strategy and Development, Maru/Matchbox | December 6, 2021. With significant operations in the U.K.

Transportation 52

Transportation Finance Engineering Enterprise 52

Anexa BPO

DECEMBER 13, 2021

This dynamic is equally applicable to the utilities industry, which – along with the rest of the business world – is transforming. This dynamic is equally applicable to the utilities industry, which – along with the rest of the business world – is transforming.

outsourcing 52

outsourcing Customer Service Customer centricity Telecommunications 52

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? The O2-Shaw Debacle. So far, so good. .

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. From the Symposium, it is clear customers want more from utilities. Yet, utilities are not moving fast enough.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

AWS Machine Learning

SEPTEMBER 7, 2023

Efficient control policies enable industrial companies to increase their profitability by maximizing productivity while reducing unscheduled downtime and energy consumption. Many traditional control strategies are based on predefined rules and models, which often require manual optimization.

Metrics 92

Metrics Engineering Scripts Accountability 92

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Ed : I manage the Operations Command Center and the Call Center Telephony and Chat delivery and experience for Vistra Energy.

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

CSM Magazine

OCTOBER 10, 2023

Encoded’s solutions are trusted by many of the world’s leading brands including Mercedes-Benz, BMW, Mini, Toyota and retailers such as Samsung, Lush, The Wine Society plus a host of utility companies including Jersey Telecom, Shell Energy and Severn Trent Water.

Banking 59

Banking APIs Interactive Voice Response Sales 59

ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. The last time you browsed for a product or service online, the chances are you encountered social proof marketing. What is social proof?

voip 156

voip Marketing SaaS Personalization 156

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. Each year there are only about 10 Utilities that meet that quality level.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Quadient

SEPTEMBER 15, 2020

Taking Utility Customer Communications to the Next Level. Utilities as a monopolistic commodity. Utilities have been regarded as monopolistic commodity providers for decades, with the products and services offered by one utility not much different from those offered by another. Stephanie Clarke. Wed, 09/16/2020 - 00:34.

Enterprise 52

Enterprise Engineering Government Call Center 52

JustCall

MAY 10, 2023

How SCSP Solar Utilized the JustCall x Pipedrive Integration SCSP Solar’s Chief Financial Officer, Brian Mason, detailed how the company used JustCall’s suite of features to improve its sales operations at every stage. We were converting about 30% of inbound leads to appointments.

Sales 52

Sales Analytics Coaching CRM 52

CSM Magazine

JUNE 18, 2020

Fortunately, the great scientists and technologists among us are working hard to create tools that promote energy efficiency, decrease your carbon footprint, and, best of all, help you save money on your utility bills. Energy Cost Calculator. Thanks to GoodGuide, you can simply scan the barcode and find out.

Transportation 52

Transportation outsourcing Marketing Technology 52

CSM Magazine

JULY 14, 2022

About 9 PM Friday night, we found out her gas meter was turned off and locked byCenter Point Energy. billion dollar utility operating in Minnesota and 7 other states. How can a gas utility only operate these days of the week and hours is beyond incompetence. Companies have a lot of stupid rules and policies. Only cold showers.

Customer Service 59

Customer Service Surveys Accountability 59

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide.

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

AWS Machine Learning

NOVEMBER 21, 2023

These searches serve as a gateway to new discoveries, cherished experiences, and lasting memories. The search bar is not just about finding a song; it’s about the millions of active users starting their personal journey into the rich and diverse world that Amazon Music has to offer.

Calibration 81

Calibration Engineering Education Technology 81

Beyond Philosophy

JUNE 22, 2018

A drink at a fast food restaurant isn’t worth your time and energy to optimize. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month. The Predictability of Choosing the Middle.

Sales 360

Sales Consulting Consulting Customer Experience 360

CSM Magazine

NOVEMBER 16, 2022

The community can be online or offline since the NFT utility must represent a real-life benefit. Carbon Emission Vs NFT Without Utilities. reducing its energy consumption by 99%. Unfortunately, the carbon emission solution doesn’t automatically give productive utilities upon lacking NFTs.

Customer Experience 52

Customer Experience Marketing Sales Customer Service 52

VirtualPBX

FEBRUARY 10, 2022

Here, let’s drop some nifty stats to back up why investing in Softphone Business SMS is so vital: Luckily for our customers, when you open your VirtualPBX Softphone for Desktop and Mobile , you can immediately utilize the text message service for business. The impact and energy behind the SMS messaging movement are growing.

Real estate 98

Real estate Transportation Customer retention Sales 98

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. But with this new height of significance, is customer success really something you can outsource? Find a partner who can pivot.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

Sykes

MARCH 20, 2020

Within the energy industry, the Public Utility Commissions (PUCs) in every state collect and publish complaint data to help energy providers improve their customer support efforts. Public Utility Commission complaints are similar to negative Yelp reviews, but for energy providers.

Customer Experience 52

Customer Experience Customer centricity Advertising Customer Care 52