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. Lots of opportunity here to uplevel the customer experience.

Technology 52

Technology Contact Center Customer Experience Customer Service 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

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. With that in mind, pricing can’t be the only factor utility providers look at to stand out from the competition.

Benchmark 62

Benchmark Self service Customer retention Technology 62

Outsource Consultants

DECEMBER 21, 2023

This time of year is crucial for many industries. We’ve written extensively about how BPO partners are changing the industry. Imagine a call center agent at an energy company, using cutting-edge analytics to spot customers who might struggle to pay their bills during peak energy times.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

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. Utilize Visual Assistance.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

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. Measurement data is produced at the edge by a piece of industrial equipment (here simulated by an AWS Lambda function).

Metrics 96

Metrics Engineering Scripts Accountability 96

The Northridge Group

MARCH 14, 2023

Utilizing automation tools allows health managers to stay connected with patients, forge lasting relationships, and increase retention rates. Instead of splitting their attention between scheduling and other tasks, front-office personnel can focus their energy on providing exceptional service to patients already in the office.

Healthcare 142

Healthcare Technology Self service Analytics 142

CSM Magazine

DECEMBER 4, 2023

For example, tracking the ESG scores of specific companies over a decade would utilize a panel data approach. Moreover, benchmarking against industry standards offers insights into their ESG performance, highlighting areas of excellence or improvement. Time Series Models: They focus on ordered observations over time.

Government 105

Government Morale Finance industry standards 105

Anexa BPO

DECEMBER 13, 2021

The e-commerce invasion is not industry-specific – it has permeated every sector on the planet and created tremendous competition. 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

Sykes

MARCH 19, 2020

Receiving customer complaints can be discouraging for any brand or industry. 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. Energy Customer Complaint #1: Billing.

Customer Experience 52

Customer Experience Customer centricity Advertising Customer Care 52

Maru Group

DECEMBER 6, 2021

How do you engage customers in a low-engagement, highly regulated industry? This is the situation that National Grid is facing – along with many other utilities around the world. Their objective is to transfer energy without interruption to customers and maintain the overhead electrical lines and gas pipelines that do this.

Transportation 52

Transportation Finance Engineering Enterprise 52

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

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

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

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

CSM Magazine

MARCH 19, 2024

Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. Let’s peel back the layers of the restaurant business and explore what’s not often discussed, ensuring your venture isn’t just another statistic in the high failure rate of the hospitality industry.

Engineering 52

Engineering Marketing Management Technology 52

ShepHyken

JULY 28, 2023

The details will vary depending on your industry sector. Utilizing social proof in your marketing strategy can significantly boost the engagement rate among your customers and build trust in your brand. Read Shep’s latest Forbes article: Create The Energy That Draws Customers (And Everyone Else) To You How long should it be?

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

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

Outsource Consultants

JUNE 21, 2023

During this trip, we asked our BPO partners for their opinions on several facets of the industry, including what it takes to have a successful partnership with a call center. The relationships you form with BPO providers in less saturated destinations add momentum to their growing industry and offer new business perspectives to both parties.

outsourcing 67

outsourcing Call Center Contact Center Technical Support 67

Outsource Consultants

OCTOBER 23, 2018

The contact center outsourcing industry in Peru has generated over half a billion dollars in revenue last year. These vendors have experience in all industries, but some of the primary ones include: Automotive. Energy and utility. Energy and utility. Energy and utility. Energy and utility.

outsourcing 59

outsourcing Contact Center Automotive Real estate 59

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. Energy Consumption Analyzer. The app boasts having saved users more than $2.9

Transportation 52

Transportation outsourcing Marketing Technology 52

Sykes

MARCH 20, 2020

Receiving customer complaints can be discouraging for any brand or industry. 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. Energy Customer Complaint #1: Billing.

Customer Experience 52

Customer Experience Customer centricity Advertising Customer Care 52

CSM Magazine

MARCH 3, 2021

Even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in ‘co-creating value’ with their customers. “The reality is every business is a ‘service business’ today and it’s time that B2B organizations’ strategies reflect that,” said chief executive officer Greg Rich.

B2B 105

B2B Enterprise Healthcare Education 105

Maru Group

NOVEMBER 16, 2022

Despite energy companies having the 2nd highest (14%) of people saying they were 'Making a lot of effort,' we observed the most significant gap (45 points) between actual and expectations of helping consumers. The insight is clear that utilities need to step up and act or continue to be cast as the villain.

Banking 76

Banking 76

Call Experts

APRIL 15, 2021

Then, you can outsource to industry professional support teams. Energy Information Administration, “Demand levels during the summer and winter months tend to be higher than demand levels during the fall and spring “shoulder” seasons when system demand for space conditioning (heating or cooling) is low. Confirmations.

Scripts 98

Scripts Contact Center Advertising outsourcing 98

BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. As the relationship continues, CSAs must proactively engage the customer to optimize their product utilization. It all adds up quickly, requiring a significant investment of time, money, and energy.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

ShepHyken

NOVEMBER 16, 2018

On the off chance that your target market invests more energy in Instagram or Facebook or Twitter, be available and react to them on the same platform. Customers currently comprehend the power they have and will utilize it when not happy with an administration.

Technology 238

Technology Chief Customer Officer Education Big data 238

AWS Machine Learning

NOVEMBER 21, 2023

Additionally, when training the AI model to deliver accurate results, Amazon Music achieved a whopping 12 fold acceleration in training time for their BART sequence-to-sequence spell corrector transformer model, saving them both time and money, by optimizing their GPU utilization.

Calibration 84

Calibration Engineering Education Technology 84

Outsource Consultants

NOVEMBER 29, 2021

Depending on your industry, the shift to remote environments might be a boon or a bust for your business. With lower expenditures in rent, utilities, taxes, and cleaning & maintenance services, businesses re-allocated funds to growth-specific costs, such as hiring and technology. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Fonolo

AUGUST 22, 2019

Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. In this new era, customer service has become the battleground for organizations in the utilities sector. There are a whole number of self-service metrics your utility contact center should be tracking.

Metrics 87

Metrics Contact Center Self service Call Center 87

CSM Magazine

OCTOBER 13, 2021

Bespoke boasts major clients in the financial, retail, telecoms, travel, utilities and insurance sectors. Mark, who lives in Cheshire and operates as a strategic consultant in the UK, is one of the founders of the international call centre industry in South Africa.

outsourcing 52

outsourcing Finance Consulting Consulting 52

Quality Contact Solutions

JULY 31, 2020

Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Regardless of the business’s industry or size, telemarketing services frees up time for internal resources to focus on the most critical company goals. By Jill Sysel-Barton, Reporting Specialist. Start a Conversation.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

Callminer

NOVEMBER 20, 2019

Industries that are strictly regulated by governing bodies may request such information due to legal obligations, in which case previous employers may also be legally obliged to respond. Exact laws pertaining to VOE tend to differ by state and territory. Information is Requested from Previous Employers.

Government 140

Government Call Center Personalization Best practices 140

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This makes it an essential consideration for any customer success manager in almost any industry. NPS scores can vary significantly from industry to industry. and IT services is 42.

Benchmark 83

Benchmark Banking Metrics Surveys 83

C3Centricity

JUNE 2, 2021

Pricing needs to cover COGS (cost of goods sold), and contribute towards an allocation of fixed costs like rent, utilities as well as profit. Distributors selling industrial products may be priced higher due to convenience, they can provide the product to you almost immediately. Consumer marketing utilizes this concept frequently.

B2B 78

B2B B2C Marketing Consulting 78