Customer service leaders in utilities know the story all too well. The phones ring constantly, but the systems behind them feel like they’re held together

Utilities don’t exactly have the best reputation when it comes to customer service. Long waits, outdated phone systems, and stressed-out agents have left many customers

When customer service leaders in utilities talk about ROI, the conversation usually starts and ends with cost savings. Fewer agents on the phone, shorter calls,

Utility call centres are all ‘business as usual’…until they’re not. Some days, everything runs smoothly. Other days, one storm, one tariff change, or one local

Utility contact centres are drowning in data. Average handle time, wait time, service levels, agent occupancy – the dashboards are endless. But here’s the uncomfortable