Utilities Contact Center and Digital — Better Together

How contact center and digital teams can integrate to create great customer experiences in the utilities industry

In the utilities industry, the contact center is tasked to support customer outreach while driving first-call resolution. The digital channel is designed to help customers with self-service. Both channels are focused on efficiency and customer satisfaction, yet both have traditionally worked independently of one another.

In this guide, we’ll examine some of the critical touchpoints where breakdowns occur between digital and the contact center and provide recommendations on a new approach designed to help utility companies improve the overall customer experience.