Proactive Communications and Service – September 2022

The September council call focused on proactive communications such as bill and outage alerts and IVR predictive caller intent, including new Chartwell data on consumer communication preferences. Problem solving included CSR stress, hiring and training and IVR authentication.

NEW: Chartwell Consumer Preferences Research Data – 13:39

Ameren Usage Alerts – 24:05

IVR Predictive Caller Intent: Ameren & PNM – 28:54

NJNG Closed Loop High Bill Communications – 42:47

Problem Solving – 45:38