InMoment XI

JULY 12, 2023

Mapping the customer journey enables companies to proactively address customer needs and provide solutions at every step, meaning that you are being intentional with all of your resources and data. Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

Experience Investigators by 360Connext

DECEMBER 12, 2023

We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Thank you for accompanying us on this journey.

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

InMoment XI

FEBRUARY 21, 2024

Each type of probability sampling has its own strengths and weaknesses, and the choice of method depends on factors such as the nature of the population, the resources available, and the goals of the research. Consider factors such as the nature of the population, available resources, and research objectives.

Measurement 260

Measurement Demo Customer Experience Customer Satisfaction 260

West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one.

Innovation 52

Innovation Financial Roadmap Culture 52

Experience Investigators by 360Connext

OCTOBER 10, 2023

Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more.

Feedback 143

Feedback Communication Insights Technology 143

TechSee

SEPTEMBER 29, 2020

Staffing – make sure agents are utilized as efficiently as possible. Make sure all your contact center agents have sufficient knowledge, training and resources to adequately address customers’ needs. Improve agent utilization. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Magellan Solutions

APRIL 24, 2024

Businesses often have to dedicate valuable resources to meticulously inputting and updating data, which can distract from other important operational and revenue-generating activities. Maintaining an in-house eCommerce data entry team can also be resource-intensive, requiring training, equipment, and infrastructure investments.

Sales 52

Sales 2027 Measurement Call Center 52

Lumoa

JANUARY 15, 2024

Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. Just as you may post on multiple social media platforms, you should utilize different communication channels. Use links to landing pages or resources such as an FAQ section so that the journey is as smooth as it can be.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Team Support

NOVEMBER 30, 2023

Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Web Form A web form is preferred by many companies because it offers the customer the opportunity to utilize a structured process for entering all essential case information at the initial point of case creation.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

CSM Magazine

MARCH 18, 2024

This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. The website resource hub is one step in providing what they need to confidently identify and respond to vulnerability.

Government 52

Government Financial Download 2016 52

Circular Edge

MARCH 4, 2024

Their resources I am using in the area of CNC and functional support are excellent. Utilizing the Smart Help approach has been a very flexible and economical way for us to scale our CNC resources and the technical support they provide, has been critical to the success of our project to upgrade to E1 9.2.2.2

Transportation 52

Transportation Apparel Sports 2017 52

CSM Magazine

APRIL 23, 2024

This article aims to elucidate these disparities by exploring the features of each platform and how businesses can effectively utilize them based on their requirements. Therefore, the top intranet platforms have the primary objective to provide employees with access to company resources and information within a platform.

Document 52

Document Social Media Innovation Communication 52

TechSee

DECEMBER 17, 2019

It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience. Customer churn is a fact of life for every business in every industry, including the utilities sector. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Competitive Advantage Social Media 2019 136

Magellan Solutions

NOVEMBER 15, 2023

Several businesses use the same resources, such as technology, facilities, and trained professionals who can handle customer inquiries, complaints, and other issues on behalf of the businesses they serve. In order to safeguard the data against loss, theft, or illegal access, they may also utilize the newest methods and technology.

Call Center 52

Call Center Poor Customer Service Social Media Contact Center 52

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. 24 Ways to Boost 2024 CX ROI.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

West Monroe

OCTOBER 11, 2023

Utilities are acquiring more technologies and becoming more interconnected—making it more important than ever to incorporate IT in decision-making. As utilities embrace digital ways of working, the need for IT governance grows. As utilities embrace digital ways of working, the need for IT governance grows.

Government 52

Government Culture Definition 2022 52

BirdEye

AUGUST 31, 2023

Google review automation refers to utilizing technology and tools to streamline and optimize the management of reviews and feedback posted on businesses listed on Google Business Profile. When you automate your business’s review generation strategy, you lay the plan for time efficiency and better utilization of the resources. #2.

Demo 111

Demo Feedback Insights Consumers 111

West Monroe

JULY 26, 2021

Customer expectations are rapidly evolving in all industries—and utilities are no exception. Those utilities are being tasked with providing safe, reliable, and affordable service to customers while efficiently and effectively communicating, assisting, and collecting payment. See how your utility compares. Our objective?

Contact Center 52

Contact Center Customer Satisfaction Sports Marketing 52

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. Being a utility, they usually only hear from customers when things are going wrong.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

TechSee

OCTOBER 13, 2020

Optimize Staffing – make sure technicians are utilized as efficiently as possible. Utilize predictive maintenance. Enhance technician utilization. Technology Services Industry Association (TSIA) estimates the average technician utilization rate at just 73%. Techniques to reduce volume of technician visits.

Contact Center 202

Contact Center 2025 2019 Measurement 202

Magellan Solutions

SEPTEMBER 11, 2023

Do you find it challenging to optimize your resources and meet demand? The enhanced accuracy ensures optimal resource allocation, reduces conflicts, and mitigates missed opportunities. Time and Resource Optimization AI-driven scheduling systems can analyze patterns and data. It can even reduce labor costs by 10% to 15%.

Social Media 98

Social Media Healthcare Customer Satisfaction Transportation 98

Win the Customer

DECEMBER 20, 2023

Scalability: As chatbots handle multiple conversations simultaneously, they facilitate scalability without a proportional increase in resources. Initial Set-Up Challenges: Building and training a robust chatbot demands significant initial investment in time, resources, and expertise.

Contact Center 69

Contact Center Interaction Technology User Experience 69

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. But net-zero commitments and growing requirements for emissions disclosure are driving emissions reductions throughout other utility operations—specifically utility supply chains.

Transportation 52

Transportation Travel 2030 E-support 52

Cyara

JUNE 1, 2023

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. Chatbots also provide multilingual support with significantly reduced operational costs and lower labor resource requirements.

Engagement 67

Engagement Customers 67

SurveySparrow

SEPTEMBER 26, 2023

Have you ever thought about the story behind your everyday utilities? But, have you ever wondered what makes the world of utilities tick? In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

CSM Magazine

NOVEMBER 3, 2023

A partner-based approach provides choices to clients to navigate volatile market conditions, namely seen in the utility sector. Utility organisations can use this to facilitate proactive communications with customers to ensure they have the best deal. About the Author Karl Brough is the General Manager for the U.K.

2024 59

2024 2012 Return on Investment Financial 59

CSM Magazine

MARCH 5, 2024

How do you plan on utilizing it? Evaluating Costs and Resource Requirements: When choosing a method for data collection, it’s important to consider the associated costs and resource requirements. By making a decision based on your resources, you can ensure that you achieve valid results without exceeding your limitations.

Social Media 52

Social Media Government Insights Feedback 52

Circular Edge

MARCH 4, 2024

Their resources I am using in the area of CNC and functional support are excellent. Utilizing the Smart Help approach has been a very flexible and economical way for us to scale our CNC resources and the technical support they provide, has been critical to the success of our project to upgrade to E1 9.2.2.2

2019 40

2019 Sports Innovation Customer Success 40

Ecrion

JANUARY 20, 2021

While this is important for every niche, it is especially true for businesses that operate in the utility sector. Let’s take a look at noteworthy customer experience trends in utilities. As time goes on, we can expect to see major changes in the way utility companies collect a debt from their customers.

Customer Experience 98

Customer Experience 2021 Loyalty Communication 98

2020 Research

JULY 4, 2023

Read on as we dissect the differences between first-party and zero-party data and how you can best utilize them to reach your goals. This data provides valuable insights into customer behaviors and preferences, serving as another essential resource for gaining a deeper understanding of your audience. The result?

Consumers 97

Consumers Insights Reference Information 97

Uplight

MAY 2, 2022

The majority of electric utilities have targets to completely or partially decarbonize within the next 30 years and the largest corporations on the planet are making 24/7 clean energy commitments. Luckily, customer-side distributed energy resources (DERs) are also proliferating faster than ever before, and these Read More.

Engagement 97

Engagement Customers Insights 97

West Monroe

NOVEMBER 15, 2023

Utility executives find themselves at the helm of a pivotal transformation as the electric vehicle market accelerates. That’s excellent news for consumers, and it means executives and utilities must prepare for a grid that can handle the energy demands of EVs and leverage their potential as energy resources.

Transportation 52

Transportation Automotive Consumers Technology 52

West Monroe

APRIL 3, 2023

Utilities are evolving. Among the most common technology platforms being deployed or enhanced are: Advanced Distribution Management Systems (ADMS); Distributed Energy Resource Management Systems (DERMS); Customer Information Systems (CIS); Enterprise Asset Management Systems (EAM); and Geographic Information Systems (GIS).

Management 52

Management Government Technology Roadmap 52

CSM Magazine

JUNE 27, 2022

However, research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers. Based on the results, here are five key things they care about aside from the price they pay for their utilities. What can utilities do to make tariffs simpler and bills clearer?

Customer Care 52

Customer Care Customers Social Media Interaction 52

West Monroe

OCTOBER 11, 2023

Utilities are acquiring more technologies and becoming more interconnected—making it more important than ever to incorporate IT in decision-making. As utilities embrace digital ways of working, the need for IT governance grows. As utilities embrace digital ways of working, the need for IT governance grows.

Government 40

Government Culture Definition 2022 40

Team Support

APRIL 12, 2024

Implementing Self-Service Support TeamSupport’s unique Knowledge Base allows businesses to develop and maintain a centralized supply of guides, tutorials, FAQs, and general support resources. Powered by AI, this customizable asset can suggest relevant articles based on the demand.

Demo 52

Demo 2023 Books Technology 52

Magellan Solutions

APRIL 25, 2024

By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Advanced Infrastructure and Resources. They should be able to utilize cutting-edge solutions to provide high-quality support. Enhanced Expertise.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52