Contact Center Trends and Opportunities

As new technologies and digital channels change the way companies do business, utilities must leverage contact center trends and opportunities to create a consistent, positive experience for customers.

This report draws on Chartwell’s 2018 Contact Center Survey, 2016 and 2018 residential consumer surveys and interviews to provide a high-level summary of major trends in the contact center and identify staffing, training and strategic opportunities to better engage frontline employees.


CONTINUE READING

  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.

Thanks for your interest!

TRANZACT: POST-OUTAGE CUSTOMER SATISFACTION BENCHMARK SURVEY

Fill out the form below to instantly download a Tranzact sample quarterly report in PDF format. (*Indicates required field.)

Success! Here's your download