October 7, 2021

1:00 pm EDT


Since the COVID-19 pandemic, hiring and onboarding call center agents has been a challenge. In addition, 45% of utilities have seen their customer wait or customer hold time increase within their call centers and nearly a third have seen their agent call times increase. To ease the burden on remote agents, utilities are looking to improve Identification and Self-Serve rates, reduce lengthy authentication processes, and shorten call times. As communication is critical to customer experience, join us as we break down a recent study into the challenges and opportunities within inbound and outbound communication strategies post-pandemic.

Webinar Thought Leaders