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The contact center remains a key communication channel between utilities and consumers for a myriad of information, updates, alerts and account-related activities. Efficient self-serve and live agent interactions are an expectation. Inefficient interactions create unnecessary costs and a poor customer experience.

During the COVID-19 pandemic, the call center has been strained from agent staffing issues, highlighting inefficiencies and areas of opportunity for the call center. This report explores how COVID-19 has impacted the call center for utilities, which technologies utilities are currently using to identify inbound callers, and how utilities are improving the call center customer experience.