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2020 Business Customer Care Benchmarks

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Nearly two-thirds of utilities have a business customer contact center, and most utilities differentiate between small, mid-size and large business customers as well as key accounts. ​

This report looks at customer care among SMB customers and large and key account customers. Topics include engagement in utility programs and services, communication channels used and criteria for customer care employees.

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2020 benchmarks business customers key accounts large accounts

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