New Account Site Feedback
search

Improving Self-Service Options

View Resource

Over the past several years, Xcel Energy has worked on improving self-service options for its customers while carefully observing subsequent adoption rates. Approximately 94% of all Xcel Energy outage touchpoints are now digital, and as a result of extensive IVR improvements and process changes, representatives handled 539,552 fewer calls in 2018 compared to 2017 and the IVR boasted a channel satisfaction score of 82%.

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.