March 3, 2022

12:00 pm CST


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 Executive Chat will examine 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.

Executive Chat Thought Leaders