Best Practices in the Utility Industry
“An Overview of Contact Center Agent Performance Best Practices in the Utility Industry”
By: Craig Antonucci, CCO & Fei Zhan, Psychometrician at BPA Quality
In the past decade, service in the Utility Industry has undergone a significant transition. The industry has faced regulatory challenges, competitive factors and increased pressure from the general public to provide improved service. What was once a monopolistic transaction-oriented experience is now one that is centered on the overall customer experience.
Whilst most Utility Organizations are cognizant of the need for this transition, some are significantly ahead of the industry. Others have found it harder to meet this need. The industry itself is a well-networked group of professionals, therefore information and best practice sharing are commonplace. However, there is still a difference between the best and the rest.
At BPA Quality, we provide Contact Center Monitoring and Quality services to several Utility industries nationwide. In addition to that, over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance. In the end, we have consolidated this research in an effort to identify the Contact Center Agent Performance Best Practices in the Utility Industry. Continue reading by downloading the free white paper.