CSM Magazine

NOVEMBER 5, 2019

We are in the fourth industrial revolution: the IConomy. Localz has helped ‘Uberize’ s enterprises in the utilities industry including, British Gas, Welsh Water, OVO, Rentokil and Autoglass. Our research has found that customers top three demands are: 89% of customers want an ‘uberized’ experience.

Engineering 40

Engineering Customer advocacy Enterprise Marketing 40

CCNG

FEBRUARY 14, 2024

As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. Exploring My Past I've worked for some of the biggest brands in the industry. Others utilize notebooks and sticky notes for agents to reference. The question is, have our contact centers kept up with this knowledge evolution?

Contact Center 195

Contact Center At home agents Coaching Management 195

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. Utilizing cutting-edge solutions like chatbots and AI can improve efficiency and reduce ticket volume, allowing the team to focus on handling complex support issues.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

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

CCNG

JANUARY 31, 2024

How do we manage that knowledge in a way that our multi-generational employees or gig workers can utilize? When a systematical approach to knowledge is utilized, it is easier for workers to do their jobs, and they feel more successful. How can we efficiently transfer the evolving knowledge to both our workers and customers?

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

SEPTEMBER 27, 2023

GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside. Companies that can utilize the right technologies can do more with less.

Management 195

Management Average Handle Time Self service First call resolution 195

Beyond Philosophy

DECEMBER 17, 2018

What do these two seemingly-unrelated industries have in common? The Institute of Customer Service also recently released its annual UK Customer Satisfaction Index, and not surprisingly, water utilities earned low scores. I don’t have high hopes for improvements in the rail and utility industries. Will Things Change?

Government 308

Government Customer centricity Customer Experience Customer Service 308

CCNG

APRIL 13, 2022

Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. This logic is generally unchallenged as it is understood that over-utilizing machinery will inevitably result in breakdowns and the potential to fall behind in new industry practices. ?So

CCNG 195

CCNG Sales Personalization Management 195

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?

Contact Center 52

Contact Center Customer Service Self service Call Center 52

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. While IVR is technically AI already, historically it only utilizes Natural Language Understanding to give recorded answers to pre-determined prompts.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order.

Customer Experience 217

Customer Experience B2C Government B2B 217

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. This industry is full of complex machinery and detailed processes. For companies operating in the manufacturing industry, communication across time zones is imperative.

Customer Support 52

Customer Support Technology Analytics Feedback 52

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

CSM Magazine

NOVEMBER 7, 2018

With the rise of challenger brands, this has become particularly important for the utilities industry over recent years. Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 Keep the customer informed.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

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

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

TechSee

OCTOBER 13, 2020

Optimize Staffing – make sure technicians are utilized as efficiently as possible. Utilize predictive maintenance. Studies show that unplanned downtime, which is caused 42% of the time by equipment failure, amounts to an estimated $50 billion per year for industrial manufacturers. Enhance technician utilization.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

TechSee

DECEMBER 17, 2019

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. Customer churn is a fact of life for every business in every industry, including the utilities sector. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

Vistio

FEBRUARY 5, 2024

Embracing the Future of Call Center Training In an industry constantly evolving, call center training must also adapt to meet the changing needs of customers and businesses. Industries Benefiting from ServiceSim Call centers operate in various industries, each with their unique challenges and requirements.

Call Center 52

Call Center Healthcare Government Coaching 52

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Analytics and Reporting Tools Utilizing advanced analytics and reporting tools to gain actionable insights into customer behavior, enabling data-driven decision-making and targeted interventions.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Cisco - Contact Center

FEBRUARY 13, 2024

For more than a decade, Cisco has participated at DISTRIBUTECH International , the premier annual event for utilities, technology providers, and industry leaders in the transmission and distribution… Read more on Cisco Blogs

Technology 52

Technology 52

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

AWS Machine Learning

APRIL 18, 2024

Slack worked with SageMaker JumpStart to host industry-leading third-party LLMs so that data is not shared with the infrastructure owned by third party model providers. This helps improve resource utilization and reduce model deployment cost. The LAR strategy provides more uniform load balancing and resource utilization.

Enterprise 95

Enterprise Analytics Metrics Accountability 95

Vistio

MARCH 7, 2024

We now have it live in 12 clients including two top tolling agencies, one of the largest utilities, and in healthcare, insurance, outbound sales, and retail, among others.”—Gregg This year’s awards saw a staggering 2,300+ nominations from every corner of the globe and from across a wide range of industries.

contact center solutions 52

contact center solutions Contact Center Outbound sales Healthcare 52

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

NobelBiz

FEBRUARY 20, 2024

VoIP systems utilize existing internet connections, eliminating the need for costly new hardware. Read Case Study Watch video The NobelBiz Voice Carrier Network: A Tailored Solution NobelBiz has engineered its Voice Carrier Network from the ground up, specifically catering to the nuanced demands of the call center industry.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

City Communications

MARCH 6, 2024

Utilize Voice Over IP (VoIP): If you aren't using it already, consider using VoIP services, which can often be more cost-effective than traditional phone service. Use and Agent/Consultant : Utilize a telecom agent or consultant can be a great way to save time, save money, and help to ensure your services are installed on-time and accurately.

Technology 52

Technology voip outsourcing Consulting 52

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

Abby Connect

JANUARY 24, 2024

Small businesses in numerous industries are starting to utilize 24/7 answering – ensuring… They have something to say. Do you have someone answering? Equally important, do you have someone answering when you’re not there?

52

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

Zappix

FEBRUARY 27, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing an AI-powered digital Engagement Platform to the market. Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market.

Big data 52

Big data Self service Analytics Customer Care 52

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

The Northridge Group

JANUARY 18, 2023

The latest version (ChatGPT-3) utilizes Generative AI (AI that generates new content) and has been trained on 175 billion data points (trainable parameters) and counting. Utilizing supervised learning, its algorithm can recognize, learn from, and even anticipate relationships within an organization’s data.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

Fonolo

NOVEMBER 19, 2020

Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. Read on to learn more! The State of the Contact Center in 2020. Call-back technology is more popular than ever. 4 Contact Center Technologies You Need to Win Over Gen-Z.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

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