Case Study
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Solutions
As the energy and utilities market faces continued deregulation, reducing operational expenses, enhancing customer experience (CX), and monitoring agent performance is critical.
Over one third of gas customers and nearly as many electric customers said they left their providers because call center staff were inexperienced and not knowledgeable. Prevent churn with interaction analytics.
Uncover insights and trends for better call outcomes when customers call to change service, ask about a bill, or request a service call.
About 25% of utility customers said their mood changed from positive to negative on a call. Make a more positive impact with real-time agent coaching.
Conversation analytics makes it easier to keep interaction times under control, minimize service deployments and better support customers.
By automatically analyzing 100% of customer interactions, energy and utilities companies can better understand the factors that impact experiences, such as repeat calls, long hold times, excessive documentation, or unhelpful agents.
Provide immediate, continuous feedback directly to agents and supervisors to improve interactions in real time and performance over time.
CallMiner has helped our company capture areas of opportunity that need immediate attention. It has made a significant impact.
