Utilities

Analyze Customer Churn with Speech Analytics

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r...

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

The New Significance of SIM Scores for UK Water Companies

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...