Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. Or is it?
Category Archives: Utilities
Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Poor customer service and disorganized call centers can not only be frustrating for consumers, but also have a negative impact on the company’s revenue, customer retention, and business acquisition.
Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors.