How to Refocus Call Centers on High-Value Touchpoints & Enable Next-Level Self-Service

Enable Next-Level Self-Service 

The contact center is an important touchpoint for utility customer service, yet customer satisfaction in contact centers has trended downward since 2016. As an increasing number of customers seek out digital self-service, utilities have a unique opportunity to improve customer experience and the bottom line with a technology that is undergoing one of the fastest adoption rates in history: voice.   

Join this session with WillowTree to learn how voice technology aligns with customer needs and expectations, why the majority of voice developers are building it incorrectly, and how to use data-driven marketing to increase channel adoption and drive ROI. 


Speaker: Jamie Timm – Partner & VP of Program Management, WillowTree 

Jamie Timm is a Partner & VP of Program Management at WillowTree, with over a decade of experience leading software delivery teams for a variety of Fortune 500 clients, including NiSource, American Water, AEP, and National Grid. With expertise in aligning people and business strategies, Jamie has partnered with leading utilities to determine and execute best practices in billing & payments, digital transformation, and customer experience. Jamie holds a degree in Communications & Public Relations from Ohio Northern University, and has previously held leadership roles in communications at the Columbus Chamber and Columbus Region Economic Development Group. 




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