From the Flintstones to the Jetsons—A View of the Future of Customer Service for Utilities

 

Tuesday, March 9, 2010
10:30 – 12:00 pm

 

Following Accenture’s presentation, attendees will walk through a Southwest Gas case study of their own customer service business. The case study will review Southwest Gas Corporation’s project to hire remote agents for the call center. The company is piloting a program to hire contracted employees to work from home to handle peak volume in the call center. Research indicated that remote agents would help the call center operate at a reduced cost with lower attrition and higher productivity. Southwest Gas will review the objective, process, implementation, lessons learned, and the result of their work from home agent project.

 

Southwest Gas

Western Energy InstituteWestern energy Institute:
Spring Energy Symposium March 7-9, 2010

Join us in warm and sunny Tempe for Western Energy Institute's 2010 Spring Energy Symposium, a multi-track conference for corporate services and customer connections professionals in the energy industry. The Symposium offers insight into leading-edge corporate strategies, customer communication practices, workforce development, information technology, regulatory impacts and sustainable practices for the energy industry.

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New technologies are helping contact centers respond to the pressures of increased efficiency for the business and greater availability for the customer. Thse technologies enable contact centers to appear as a single, highly responsive center, while actually housing agents in multiple physical locations, including their own homes. This virtualization enables contact center managers to balance the call load across all locations, rather than deal with overstaffing in one location and understaffing in another. This in turn reduces the total lines required to handle calls in a timely fashion.

Utilities are also offering greater choice to their customers, allowing them to use an efficient self-service channel. This reduces the overall cost of service and improves customer satisfaction. It also typically results in lower attrition and higher productivity.

The ‘all-in-one’ Interactive Intelligence Customer Interaction Center® (CIC) offers many benefits to contact centers in the Energy sector. CIC is a single all-in-one platform to meet the demanding needs of your contact center. This SIP architected solution delivers multimedia ACD routing, outbound dialing, call and screen recording, speech-driven IVR, and much more. CIC is a unified application suite that makes agents more effective and the customer experience a superior one.

Key benefits

Imagine a single, all-in-one platform that blends all media types with your business rules in one unified system. Now envision it allowing your contact center to do all this: