Cisco - Contact Center

AUGUST 15, 2023

As part of Cisco Live Las Vegas 2023 we organized a Utilities Leadership Summit for top leaders in the industry. Our goal was to gain deeper insight into our customers’ challenges, discuss i… Read more on Cisco Blogs

52

52

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector. BURLINGTON, MASS. (

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Global Response

MARCH 25, 2024

Here are three case studies of organizations across industries that used customer journey mapping to improve customer satisfaction and drive business success: 1. IKEA IKEA utilized customer journey mapping to understand their customers’ end-to-end experience, from online research to in-store visits to post-purchase support.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

TechSee

JULY 29, 2020

Are your technicians fully utilized? However, according to Field Service Insights , the standard for technician utilization in the field service industry is just 64%. How Visual Assistance boosts technician utilization rates. 6 ways Visual Assistance impacts technician utilization: 1. Jonny’s had a busy morning….

Enterprise 109

Enterprise Consulting Consulting Technology 109

Customer Experience Matters

APRIL 5, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.

Surveys 68

Surveys Customer Experience 68

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. And the difference between occupancy rate vs utilization rate is critical to your contact center’s success. Occupancy vs Utilization. The Ins and Outs of Utilization Rate. Team meetings.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Utilize this theme across all promotional materials to create a cohesive narrative.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

Cisco - Contact Center

DECEMBER 20, 2023

Cyberattacks on electric power utilities are on the rise. From 2020 to 2022, weekly attacks more than doubled. An attack that exploits a vulnerability in intelligent electronic devices (IEDs) like… Read more on Cisco Blogs

85

85

Myra Golden Media

JULY 10, 2019

I’m working with a utility company in the northeast. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

Customer Service 204

Customer Service Accountability Customer Experience 204

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. And the difference between occupancy rate vs utilization rate is critical to your contact center’s success. Occupancy vs Utilization. The Ins and Outs of Utilization Rate. Team meetings.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Helpware

OCTOBER 30, 2023

Artificial Intelligence (AI) transforms every industry it touches. With the AI industry’s trajectory aiming sky-high, from $86.9 According to the IBM Global AI Adoption Index , 35% of global businesses surveyed are actively utilizing AI, while an additional 42% indicated they're considering its integration.

Business Process Outsourcing 87

Business Process Outsourcing outsourcing Analytics Surveys 87

Cisco - Contact Center

NOVEMBER 6, 2023

The Oil & Gas industry has changed a lot. Those who work in the industry have a front… Read more on Cisco Blogs From Upstream through to Downstream, advancements in technology have made operations safer and more productive.

Technology 103

Technology 103

Outsource Consultants

NOVEMBER 17, 2021

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Altivon

MARCH 9, 2020

Utilities have a great opportunity to leverage artificial intelligence throughout their businesses. Join us for a lively round table discussion of artificial intelligence and customer experience in the Utility industry. During this webinar you will learn about: Blended AI and the continuous conversation. Register Now!

Customer Experience 52

Customer Experience Virtual Agent Analytics Personalization 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Fonolo

MARCH 19, 2019

Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. Utility companies, however, have traditionally lagged behind such other industries.

Technology 106

Technology Customer Service Multichannel Healthcare 106

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

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: The paradox. There is a telling paradox in the utilities market.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Calltools

SEPTEMBER 20, 2023

Utilizing today’s automated lead routing strategies can help your contact center agency improve efficiency and key performance indicators (KPIs). By utilizing a lead routing strategy, your call center can enhance the customer experience and get callers to the appropriate agent faster.

Contact Center 52

Contact Center Wait times First call resolution Call Center 52

CSM Magazine

FEBRUARY 21, 2024

Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. Beyond: Catering to a Wide Range of Industries The scope of industry-specific web development is not just confined to HealthTech or FinTech.

Finance 52

Finance Healthcare Banking Education 52

JustCall

MARCH 6, 2023

Two of these metrics are call center occupancy and utilization. What is Call Center Utilization? Call center utilization can be defined as a measure of the agent’s productivity related to the capacity. Per Call Time) / (Total work hours x 60) } ] = Call Center Agent Utilization Rate. What is Call Center Occupancy?

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. to get a pulse on CSAT across industries. However, when it comes to industry, CSAT varies. . Cooperative Energy Utilities: 75%. Investor-Owned Energy Utilities: 73%. Airlines: 73%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. The utility sector has lagged behind other industries in making digital engagement a high priority.

Contact Center 71

Contact Center Virtual Agent Self service Customer Care 71

Cisco - Contact Center

OCTOBER 25, 2023

Networks are expanding outside traditional office buildings and into industrial fixed and mobile use cases. This results in more devices being connected to the Internet and data centers as well as… Read more on Cisco Blogs

52

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

Alorica

SEPTEMBER 27, 2018

More Utility Companies Plug into Alorica to Provide Customer and Financial Solutions Services IRVINE, Calif. the world’s leading provider of customer interactions, announced today it has signed multiple utility outsourcing agreements, worth approximately $150 million, to deliver customer and financial care solutions.

outsourcing 83

outsourcing 83

Cisco - Contact Center

DECEMBER 4, 2023

Predicting the future of new technology is often like gambling. Predicting the future of a massive locomotive on a railway track is quite predictable. The future of edge compute is more like a… Read more on Cisco Blogs

Technology 98

Technology 98

CSM Magazine

JANUARY 31, 2024

The insurance industry is shifting and making digital transformations for good to match increasing expectations and the changing landscape of modern technology. This can contribute to more open collaborations, project expansions, and substantial growth, which will positively affect the insurance industry and brand loyalty.

Customer Service 59

Customer Service Chatbots Self service Personalization 59

Cisco - Contact Center

JANUARY 31, 2024

A few weeks ago our mining experts sat down with Danny Vicente from Cisco’s Coffee and Conversations to discuss what is taking place in the mining industry. In this episode Roland Plett and Bruce F… Read more on Cisco Blogs

Technology 72

Technology 72

AWS Machine Learning

JULY 24, 2023

When deploying Deep Learning models at scale, it is crucial to effectively utilize the underlying hardware to maximize performance and cost benefits. Inefficient architecture can lead to suboptimal utilization of the accelerators and unnecessarily high production cost. The code can be found on the GitHub repo.

Scripts 73

Scripts APIs Engineering Best practices 73

CCNG

APRIL 12, 2024

We will examine how automation and AI are not the same in the context of the contact center, that automation can contain AI and AI can utilize automation. However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

Cisco - Contact Center

SEPTEMBER 7, 2023

Making an informed decision on the appropriate industrial switches can have a profound impact on the overall success of your industrial operations. The right switch is essential for maintaining… Read more on Cisco Blogs

64

64

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

TechSee

APRIL 4, 2023

The key to the best customer service in the home building industry is using available technology. Our company TechSee has perfected this operation for the property management industry, and it is called visual assistance technology. This post began with a dig at the concept of modern customer service in the homebuilding industry.

Customer Service 109

Customer Service Customer Care Technology outsourcing 109