2019 Utility Best Practices Awards – Contact Center

The original awards of their kind, Chartwell’s 2019 Utility Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives. Each year, Chartwell honors utilities for their initiatives aimed at improving the customer experience, communications and awareness.

In this report, we have compiled case studies on the 2019 winners and finalists in the Contact Center category:

• Gold: ComEd – Escalated call improvements
• Silver: Tampa Electric and Peoples Gas – Contact center transformation
• Bronze: Tucson Electric Power – Seasonal staffing strategy

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