Four 'Must Have' Utility Contact Center Enhancements to Improve Customer Service and Save Money
There is a great opportunity to improve the performance and contribution of utility contact centers by making four “must have” changes.
These changes are consistent with the latest industry trends and contact center developments, leveraging technology and best practices to deliver new levels of service.
This whitepaper ensures that the customer expectations are met in the most cost efficient manner by the following four changes:
- Deploy workforce management tools for better schedules, improved service levels, and fewer agents
- Staff with a mix of centralized and work at home agents for greater agent availability and schedule flexibility
- Merge disparate call centers into one virtualized, consolidated customer service contact center
- Leverage the ‘callback’ option to save money, eliminate long on‐hold times, and delight customers by freeing them from hold