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Five ways technology can transform utility telephone customer service

By Contact Centre, Customer Experience, Utilities

Customer expectations are changing dramatically when it comes to utility telephone customer service. Customers want a strong, supportive experience, particularly considering that the telephone remains the primary channel for service. Failing to deliver on these expectations can have major consequences. In fact, ContactBabel research found the utility sector is losing £448 million every year in revenue due to customers switching…

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utility customer service

Building empathy into utility customer service

By Call & Screen Recording, Contact Centre, Customer Experience, Knowledge Management, Quality Control & Customer Insights, Utilities, Voice of the Customer (VoC)

Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…

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