utilities 
Beyond Philosophy
DECEMBER 17, 2018
The Institute of Customer Service also recently released its annual UK Customer Satisfaction Index, and not surprisingly, water utilities earned low scores. This is despite the fact that water utilities have been installing “smart meters” that theoretically should make it easier for utilities and customers to interact.
CCNG
AUGUST 9, 2023
Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly.
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Call Experts
APRIL 8, 2024
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?
Zappix
APRIL 11, 2024
In today’s rapidly evolving landscape, the utility industry faces unprecedented challenges and opportunities. As consumer expectations continue to rise and technological advancements reshape the way we interact with services, utility companies must adapt to stay ahead of the curve.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Join Customer Contact Central's site partner, CCNG, for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
ClearAction
JANUARY 8, 2024
Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate?
Global Response
MARCH 25, 2024
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. The post Utilizing Customer Journey Mapping to Enhance Service appeared first on Global Response.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Learn how to address, manage, and utilize: People. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Technology. Implementation Strategies for 2021.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertiser: Frontline Group
Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.
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In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. With the growth of hybrid work models and work from home, one thing is more important than ever: integration.
Speaker: Casey Kostecka, Convergent
Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This session will cover key metrics used to determine ROI.
Advertiser: ZoomInfo
To begin getting these candidates in the right positions, it includes utilizing updated contact data and enhancing your outreach strategy for improved effectiveness. More specifically, having access to updated information lets you engage faster with ideal candidates searching the job market.
Speaker: John Joba and David Robbins
Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data. Broaden your understanding of CX’s impact on the business by linking customer feedback across touchpoints to future growth through the Customer Equity framework.
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